• Posts tagged "quality"

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Introducing Verba 8

Welcome to Verba 8

Verba 8 – Where It All Comes Together

Today we are announcing Verba 8, the greatest advance in the 13 year history of our platform.

Verba 8 is where all your collaboration compliance and quality management needs come together in a single, unified platform:

  • Cisco and Lync collaboration recording (IM, voice, video and screen)
  • Collaboration Compliance solution for your legal team
  • Quality Management for your quality management and contact center team
  • Speech Analytics with phonetic search and automatic labeling

Get things done much faster with Verba 8.


Listen to your customers with Automatic Labeling

Verba 8 Gearing UpIn Verba 8 we are adding a new automatic labeling function, that helps your teams to get significantly more business information from your recordings. You can start listening to what your customers are saying. In May, we unveiled our Speech Search solution using phonetic technology. Now we are introducing the next iteration of the technology, that allows automated categorization of recorded conversations based on labeling rules.

This post is part of our Gearing up for Verba 8 series.


Gearing up for Verba 8

Verba 8

On 3 November we are launching Verba 8, the greatest step forward in the history of Verba.

Stay tuned! Throughout October, we will post more details as part of our Gearing up for Verba 8 series.

The Importance of Evaluation

Quality AssuranceIn any work environment the performance of employees is extremely important.  Regular appraisals are one way to evaluate employees’ productivity, reviewing areas where improvements may be required and highlighting successes too.  Within the contact center environment, it is essential that supervisors can evaluate their teams regularly to ensure standards are being adhered to and contact center agents are performing to their optimum.  The Verba Quality Management module is an effective solution. Managers can assess customer handling skills, sales abilities and techniques, product and service knowledge, technical knowledge, intonation, escalation procedures and adherence to policies and rules. (more…)

Focusing on the right calls with Verba Speech Analytics

Call Center Supervisor Silent MonitoringIn February this year, as part of our regular quality assurance we have started to apply the integrated Verba Speech Analytics solution to the contact center of one of our long time customers in the Caribbean.

Customer service is one of their key differentiators, so they were happy to work with us fine-tune and perfect our solution. They run highly focused and cost-effective contact center services on behalf of their North American customers. Speech analytics, and specifically Speech Search turns out to be a powerful tool for their contact center supervisors.


Quality Assurance for Shared Services Centers

Quality AssuranceMore and more global organizations are moving specific operational tasks into centralized Shared Service Centers (SSCs). Companies like IBM, Exxon, Vodafone and others are running a handful of global or regional SSCs for accounting, HR, payroll, compliance, purchasing and other standardized processes. As SSCs are mainly cost centers, efficiency is extremely important. In a globally competitive marketplace, SSCs’ service quality becomes an important differentiator.


Dealing with Dead Air

woman phone yawningDoes this sound familiar?  “I called the contact center to query something and guess what?  No sooner had the agent said ‘hello’, I was placed on hold for ages… I  was so annoyed!”

Picture the scenario: you contact your electricity company and during most of your call you hear dead air (periods of silence).  This can be a frustrating experience for a customer and if there are prolonged periods of silence during a call, it can leave a customer perplexed as to what is going on!  Don’t forget a few seconds silence for the agent during a phone call can seem like forever for the customer.

Here is how Verba can help you reduce dead air.