Building World-Class Call Centers through Technology
April 10, 2012
Building world-class call centers starts by acquiring the latest technology in the industry, specifically real-time speech recognition technology.
Today’s contact center executives are focusing on improving customer satisfaction, building quality work/life environments and improving the overall call center efficiency. They are doing this with the use of real-time speech recognition technology, preferably in the cloud. They are using SayIt™ from nVoq.
Contact centers are finding that one of the keys to building a world-class call center is to integrate SayIt real-time speech into the performance metrics and everyday work flow for agents. Agents are very excited about the SayIt technology as it saves them from typing millions of keystrokes a year. It is not uncommon for agents to achieve 120 wpm when using SayIt, not to mention the ergonomic advantages gained from not having to type as much on keyboard. Contact centers are seeing the human-level advantages – less carpal tunnel syndrome and fewer tendonitis problems for the agents.
In the day-to-day routine of things, agents welcome new ways to do their job, especially if it makes their jobs easier, faster, and more enjoyable. SayIt’s win-win solution not only benefits the company with improved key performance metrics, but it benefits the customer as well.
Today’s world-class call centers are engaging in this type of technology for their agents, resulting in significant savings in operations efficiency and key performance indicators (KPIs).