Do you voiXen already?
voiXen can deliver objective transparency to all areas of your organisation: helping deliver significant increases in sales per employee, higher employee loyalty, and an increase in customer satisfaction.
Promised!
You can find out here which technical functionalities we use for this:
- Dashboard With voiXen dashboards, contact centres can configure tailored displays of metrics and KPIs to provide an overview of individual aspects of quality management. Keep an eye on whether agents are acting confidently, whether there are escalations, and more.
- Topic detection Your customers call for a variety of reasons. But do you know all of those reasons? And indeed whether there are underlying topics, or even "hidden messages" behind those reasons? voiXen topic detection provides answers to these questions.
- Composer A graphical and web-based user interface for speech analytics. Create your own rules and subsequent actions. This can be, an e-mail as an escalation alert or automatic tag with references to compliance topics, taboo words or up- and cross-selling attempts.
- Coaching The voiXen "Coaching Analysis Tool" reduces your preparation time for targeted training. Available via a dashboard display, the tool analyses the conversations of agents, highlighting issues and areas where coaching can deliver measurable improvement.
- Search In which recordings did the word "complaint" appear? How often did it appear? And did the customer threaten your organisation with a lawyer? voiXen enables you to find keywords within voicefiles in seconds (selected by time periods, persons, groups, projects etc.)
- Audio-Player Voice recordings can be played directly on the voiXen platform and easily shared with colleagues or clients. In addition to standard control elements such as "Play" or "Pause", information about content (such as speaker changes, pauses in conversations, and searched keywords) can also be displayed graphically.
- Pauses within conversations voiXen measures times when people are not speaking and displays them on the dashboard. Once identified, the platform will analyze the reasons why those pauses are occurring - a lack of IT skills, a difficult question that the agent is unable to answer, or another reason. Analysis can be conducted by employee, team, skill set or other parameter.
- Alerting When critical keywords are identified, managers and specialist agents can be immediately notified and actions taken as appropriate. Taking rapid and instant action can significantly reduce these same errors occurring in the future.
- Target phrase identification "Welcome". "Thank you for your call". "Do you know about our current offer?" These phrases may well be part of your standard call script. voiXen will tell you whether, how often and by whom these phrases are used.
- Taboo tracker "Problem", "must", "stupid" ..... these words might slip out occasionally by agents but they should be kept to a minimum. Find out how well agents adhere to their call scripts as well as evaluate the use of taboo words, how often they are used, and by whom.
- Tagging Each voice file can be marked with any number of tags (or keywords). Define your own categories to quickly display thematically related recordings.
- Call duration tracker By measuring call duration, voiXen enables contact drivers to be identified, goodwill rules to be agreed and escalation stages to be clarified.
- Audio-Recorder Talk short messages, share thoughts with others, read texts yourself ... the voiXen recorder allows you to create "stand-up" voice files. Like everything else in voiXen, these can be indexed, archived and assigned to specific topics - and can therefore be found quickly at any time.