connect 13 - how insight toolbar and speech analytics is helping depaul university

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How the Insight Toolbar and Speech Analytics puts DePaul University on Target for Success Susan Leigh Associate Vice President Enrollment Management & Marketing DePaul University

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Susan Leigh, Associate Vice President, Enrollment Management & Marketing at DePaul University, discusses how DePaul University is using Insight Tool Bar and Speech Analytics to maximize utility value of these tools for this university's one-stop student contact center.

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Page 1: CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University

How the Insight Toolbar and Speech Analytics puts

DePaul University on Target for Success

Susan LeighAssociate Vice PresidentEnrollment Management & MarketingDePaul University

Page 2: CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University

About DePaul

Page 3: CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University

Contact Center Timeline

VoIP ImplementationDecember 2006

December 2008

Call Copy Research

Began

Contact Center Pilot

BeganMarch 2010

June 2010 Student Records 2nd Tier

Integration

Student Accounts 2nd Tier

IntegrationDecember 2010

January 2011

CC Space Rehab

completed

Financial Aid 2nd Tier

IntegrationApril 2011

February 2012

Insight Toolbar &

Speech Analytics

Page 4: CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University

2012: Adding Speech Analytics

• Technology analyzes recordings• Reports in real time• Displays in Discover portal • Displayed in “Word Cloud”• Reports easily accessible

Page 5: CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University

Speech Analytics Display in Discover Portal

Word Cloud

Page 6: CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University

Speech Analytics Instant Reporting

Page 7: CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University

Speech Analytics Reporting

Page 8: CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University

Trending Speech Tags

Page 9: CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University

Uptivity Insight Toolbar

Page 10: CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University

DePaul’s Insight Scope

• Small team of 11 agents• Two-tiered “Intake to Expert”• First call resolution is goal • Team more important than individual• 9-5PM only, limited long distance calls

Page 11: CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University

DePaul’s Customized Insight ToolbarWord Cloud

Queue Statistics on handle rate and 1st call resolution

Page 12: CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University

Toolbar -DePaul Analytics

Page 13: CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University

Toolbar -DePaul Call Detail

Page 14: CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University

Toolbar –DePaul Call Handling

Page 15: CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University

Growing with Application

• Learning how to manage Word Tags• Defining First Call Resolution means• Implemented Work Force

Management

Page 16: CONNECT 13 - How Insight Toolbar and Speech Analytics Is Helping DePaul University

Thank You!Questions ?