It isn’t new technology, but many commercial contact centers are just starting to consider Automated Speech Analytics’ benefits.

The challenges facing commercial contact centers aren’t substantively different from those of their enterprise counterparts; the only difference is scale.

Regardless of whether the volume of customer/agent interactions numbers in the tens, hundreds or thousands per day, contact center success is a function of the control managers have over the quality of those interactions. Proficiency is still measured in AHT, First-Call Resolution, Compliance and CSAT, and managers still need to balance agent resources against demand.

Advanced Speech Analytics (ASA) is the one…


Covid hasn’t upended CX paradigms, but it is shortening organizations’ innovation horizons and underscoring the importance of emotional intelligence in contact centers.

A catchphrase you hear a lot in these Covid days is ‘new normal.’ One could make a good argument, though, that a new normal doesn’t exist — that ‘normal’ seems to change every day.

For many businesses, the steady drumbeat of strategic planning and slow and ongoing evolution has had to give way to turn-on-a-dime adaptation. Technology and process innovation timelines, developed on assumptions of predictability over the long run, have accelerated.

What does it mean for contact…


The Consumerization of Healthcare

A patient doesn’t cease being a consumer. Healthcare industry players must adopt a holistic view of the patient experience.

Paradigms are shifting in the healthcare ecosystem. The mission of healthcare professionals, hospitals and ancillary service providers, such as radiology, audiology, pulmonary testing services, laboratory services and home-healthcare services, has always revolved around clinical outcomes. Rightly so, after all, nothing is more important to the patient than their health.

However, those in the healthcare delivery business — and this includes insurance companies — are beginning to realize that patients are also consumers with consumer expectations. Most patients have choices and base…


UX and UI are the best indicators of how well your software provider understands your business, your users and your processes.

The shortest distance between any two points is a straight line. Ideally, that same navigational axiom governs a software solution’s user experience and user interface.

A solution that forces the user to zig-zag through numerous screens or jump from one application to another to reach their end-goal is a poorly designed solution reflecting an incomplete understanding of its users. …


Organizations operating in highly regulated industries, with employees engaging directly with customers via formal contact centers or otherwise, must also meet operational performance expectations. Is your call-recording/WFO solution up to the challenge?

Keeping pace with mounting regulations

Insurance and finance are two of the economy’s most regulated sectors — for good reason. Organizations in both industries engage customers in highly sensitive transactions and those customers entrust them with their financial and credit card information. For customers’ and business’ protection, regulators require insurance and finance companies to capture a record of each phone, email, chat and mobile interaction with customers and…


Contact centers can be competitive differentiators if managers and agents focus as much on the quality of the customer encounter as they do operational efficiency.

Organizations have a natural tendency to distill performance into metrics. That’s understandable; numbers are objective, and when adequately assimilated, tracked and analyzed, numbers are actionable.

Objective metrics aren’t everything, though, especially when evaluating the nature of each agent/customer interaction in a contact center. While efficiency metrics, like Average Handling Time, Call Abandonment Rate or a dozen others, are customer-experience benchmarks managers need to track, they’re not the stuff of which competitive advantages are made. …


Improve CSAT, enhance process efficiency and ensure compliance with actionable insights into agent phone, email and chat interactions with customers.

‘Continuous improvement’ has been part of the business lexicon for decades. Methodologies — most notably Lean Six Sigma — have emerged in its pursuit, providing frameworks for the development of quality management (QM) techniques and technologies that increase profitability, improve processes, decrease waste, improve employee performance, and build value in customers’ eyes. This ongoing focus on QM has delivered undeniable value across a range of industries.

That said, QM has yet to capture the interest it warrants in contact centers…


Many are moving from spreadsheets to a technology-driven scheduling process, ensuring coverage, achieving service goals and maximizing employee satisfaction.

Early in the 20th century, before drive-thrus and online banking, bank buildings were imposing gothic structures with cavernous lobbies and long lines of teller windows. Bank managers struggled with the question of how many teller windows they needed open to provide excellent service to the walk-in customer traffic at any given time. Too few windows open, and their customers would be waiting in line for too long. Too many and tellers would be standing at empty windows.

Ring a bell?

The…


High availability (HA) relates to the uptime & reliability under load for a system. HA systems are typically multi-redundant, meaning that if a portion of the infrastructure or software code stops functioning, the system re-routes users to a working copy automatically without any downtime. You can say we’re huge fans.

Recent technology innovations, like Kubernetes, and containerization with solutions like Docker, dramatically simplify the infrastructure side of HA architecture creation. Modern patterns for software development have also contributed to high availability, especially with the microservices concept. A microservice architecture allows services to be spun up or down on-demand, and it…


In today’s highly competitive and mostly online market, every business needs a way to measure customer experience. At elevēo, we use NPS as one of the methods for capturing customer sentiment. In fact, we love NPS and use it to help measure how well we are supporting our customers. Our NPS process is fully automated, baked into our multi-channel support strategy & integrates into an internal version of our contact center performance analytics tool we sell to customers.

NPS is our survey of choice, it’s not complicated and is accurate for measuring customer sentiment.

Our workflow internally measures incoming surveys…

Elevēo

Elevēo strives to simplify complexity for contact centers, minimize service interruptions and provide host anywhere, user friendly, secure, & scalable software.

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