In our latest webinar, DVSAnalytics introduced the game-changing addition to our Encore platform—Conversational Analytics, featured in the newly released version 9.1. Designed to empower Call Center Managers, IT Professionals, and Quality Assurance Managers, this innovative tool is set to transform the way contact centers operate. Let’s take a closer look at the highlights and key takeaways from the event.
Conversational Analytics
Conversational Analytics (CA) is revolutionizing the way contact centers analyze customer interactions. By converting audio files into text through Automated Speech Recognition (ASR), CA creates transcripts that hold an abundance of actionable information. This capability allows us to understand not just the text but also the characteristics of conversations. Two main features driving this transformation are Sentiment and Phrase Identification.
Sentiment
Sentiment analysis within CA provides a deeper look into the tone and attitude expressed during conversations. Positive sentiments like “You’re wonderful” or “The product is awesome” contrast starkly with negative ones, such as “That’s not possible” or “This is really frustrating.” CA evaluates both sides of the conversation, offering a comprehensive metric of interaction quality—a crucial feature for contact centers striving to improve customer satisfaction.
Phrases
Phrase identification is another powerful feature. It allows teams to understand the purpose and content of a call without having to listen to the entire recording. This capability can locate specific script requirements, ensure compliance, and assess agent performance by verifying if appropriate actions were taken. CA sifts through thousands of recordings, quantifying phrases and occurrences, which significantly enhances the efficiency of Quality Assurance (QA) teams.
Audio Transcription Demo
In this segment of our webinar, we showcased the powerful capabilities of CA on the Encore platform. The demonstration highlighted how CA filters can be used to streamline the evaluation process by pinpointing key aspects of customer interactions.
The Sentiment Filter
The sentiment filter is a standout feature, allowing users to set specific criteria such as “Show me calls that are at least 20% positive.” This enables quick sorting of calls based on agent sentiment, which is visually represented within the transcription pane. As you navigate through the conversation, green indicators reveal moments of positive sentiment, providing a clear, visual summary of the call’s tone. For example, you might see that an agent spoke nine times, with a breakdown of how often their contributions were positive, negative, or neutral.
Phrase Identification & Collection
Beyond sentiment analysis, the system offers robust phrase identification features. This allows users to search for specific words or phrases within conversations. You can customize these searches to locate phrases at particular call points, such as “Is there anything else I can help you with?” at the call’s conclusion. Moreover, you can combine multiple phrase searches to gather comprehensive insights from any point in the call.
The platform also supports the creation of phrase collections, which users can tailor to include language or slang specific to their business needs. Automating phrases like “absolutely” or “happy to help” helps enhance the efficiency of QA processes, ensuring that critical interactions are captured without the need for manual call reviews.
Discussing CA’s Role in QA
During our discussion, we explored how CA delivers immediate ROI for Quality Assurance (QA) teams, transforming how evaluations are conducted. CA offers highly precise targeting for evaluation sessions, using filters to differentiate effectively between various records. This means call topics and key phrases can be integrated into session filters, streamlining the evaluation process.
One of CA’s most significant advantages is that it eliminates the need to listen to entire calls to determine their evaluation worthiness. By filtering out unimportant interactions, QA teams can focus on a smaller, more relevant pool of calls, leading to more meaningful evaluations and a clearer identification of coaching needs. Furthermore, CA quantifies the presence or absence of specific attributes, removing unnecessary manual evaluations from the process.
Encore’s platform also excels at exposing conversational trends, providing QA teams with a wealth of information without increasing the headcount. This heightened efficiency empowers teams to conduct more informed evaluations and fine-tune performance metrics with ease.
Audio Transcription as a Game Changer for QA Evaluations
Audio transcription transforms QA processes, offering fast and accurate transcription alongside agent labeling and sentiment scoring. In addition to supporting multiple languages, this feature ensures that evaluation efficiency is enhanced while manual QA efforts are concentrated and focused.
Q&A Portion of the Webinar
During the Q&A session, participants learned about setting automatic alerts for high levels of negative sentiment—yes, it’s possible with CA! These alerts help managers monitor sentiment trends and focus on areas needing attention.
Those curious about trial readiness learned that if they’re already on Encore 9.1, the trial can start immediately. For others, our team can help expedite your upgrade process.
Try Audio Transcription Risk-Free Today
Excited to try audio transcription for yourself? We’re offering a 30-day free trial, including audio transcription for all recording licenses, configuration consultation, and user training. Please note that these features are exclusive to Encore 9.1.
Contact DVSAnalytics to Upgrade
If you need to upgrade, our support team is here to assist. Contact us at sales@dvsanalytics.com to request your free trial and learn more about CA’s power to transform your contact center operations.
