uptivity: turning insight into action
DESCRIPTION
Learn how Analytics can help your organization have a relationship with your customers.TRANSCRIPT
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Turning Insight Into Action
CRMXchange Roundtable 04/08/2023
Patrick Hall, Chief Marketing Officer, [email protected]
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.