uptivity: turning insight into action

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Turning Insight Into Action

CRMXchange Roundtable 04/08/2023

Patrick Hall, Chief Marketing Officer, Uptivityphall@uptivity.comwww.uptivity.com

The 11 Minute Challenge

• Why Speech is a Must Have • Top 6 Keys to Success• Using the Tools in the Toolkit • Getting Value Out of the Data – Putting It to Use

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Why Speech Analytics is a Must Have

• Improves the customer experience.

• Monitors 100% of calls for quality.

• Streamlines business processes. • Improves agent performance.• Compliance, avoids risk, cost

and loss. • Tracks call trends. • Accelerates business decisions.

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Top 6 Keys to Success

1. Start small… but start.2. Select an easy to learn and simple to use

solution. 3. Define goals. Put baseline measurements in

place.

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Top 6 Keys to Success

4. Integrate with other data streams.

5. Measure success and demonstrate results.

6. Use the tools in the toolkit.

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Putting the Data to Use

• Integrate the VoC into performance management practices.

• Uncover hidden insights and trends.

• Identify areas that impact the customer experience.

• Coach and monitor agents to improve call handling.

Putting the Data to Use

• Identify likely pain points.• Fix potential broken processes. • Continually track and analyze similar to drive

improvement.• Reduce operating expenses and save money.

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Conclusion

Recent Awards

Uptivity has an extremely strong commitment to its

customers and employees.

Rated #1 in Overall Vendor Satisfaction and Innovation in

2014.

Uptivity has emerged as a major vendor of agent

performance management (APM) software.

Having a relationship with customers rather than viewing each one as a number... that's

Uptivity’s number-one differentiation.