connect 13 - how insight toolbar and speech analytics is helping depaul university
DESCRIPTION
Susan Leigh, Associate Vice President, Enrollment Management & Marketing at DePaul University, discusses how DePaul University is using Insight Tool Bar and Speech Analytics to maximize utility value of these tools for this university's one-stop student contact center.TRANSCRIPT
How the Insight Toolbar and Speech Analytics puts
DePaul University on Target for Success
Susan LeighAssociate Vice PresidentEnrollment Management & MarketingDePaul University
About DePaul
Contact Center Timeline
VoIP ImplementationDecember 2006
December 2008
Call Copy Research
Began
Contact Center Pilot
BeganMarch 2010
June 2010 Student Records 2nd Tier
Integration
Student Accounts 2nd Tier
IntegrationDecember 2010
January 2011
CC Space Rehab
completed
Financial Aid 2nd Tier
IntegrationApril 2011
February 2012
Insight Toolbar &
Speech Analytics
2012: Adding Speech Analytics
• Technology analyzes recordings• Reports in real time• Displays in Discover portal • Displayed in “Word Cloud”• Reports easily accessible
Speech Analytics Display in Discover Portal
Word Cloud
Speech Analytics Instant Reporting
Speech Analytics Reporting
Trending Speech Tags
Uptivity Insight Toolbar
DePaul’s Insight Scope
• Small team of 11 agents• Two-tiered “Intake to Expert”• First call resolution is goal • Team more important than individual• 9-5PM only, limited long distance calls
DePaul’s Customized Insight ToolbarWord Cloud
Queue Statistics on handle rate and 1st call resolution
Toolbar -DePaul Analytics
Toolbar -DePaul Call Detail
Toolbar –DePaul Call Handling
Growing with Application
• Learning how to manage Word Tags• Defining First Call Resolution means• Implemented Work Force
Management
Thank You!Questions ?