- Intelligent Tools to Improve Quality and Processes in Contact Centers

- G-Motion Driving Simulator at ASC Booth E6/F5 in Hall 4

- CallCenterWorld 2012, February 28th to March 1st, 2012 in Berlin, Germany

Hoesbach/Germany, February 8th, 2012 – ASC (www.asctelecom.com), a leading global provider of innovative solutions to record, analyze and evaluate communications, will demonstrate innovative technologies to improve quality in contact centers at CallCenterWorld 2012 in Berlin, Germany, on February 28th to March 1st, 2012, booth #E6/F5 in Hall 4.

With more than 7,600 visitors last year, and 240 international exhibitors from 18 countries, CallCenterWorld has become Europe’s leading conference and trade show for service providers, solutions and equipment for the contact center industry. True to the motto, “Be in the Race with ASC,” visitors to ASC’s booth can use a g-motion driving simulator and are invited to experience how quality management and speech analytics can significantly improve quality and processes within the contact center.

Marco Mueller, Executive Vice President of ASC, said: “Speech analytics helps to identify and extract relevant information from unstructured data for a deeper analysis of customer interactions. In so doing, it optimizes business processes, improves agent training and continuously boosts customer satisfaction.”

Mr. Mueller went on to describe how previous measurements of service quality such as disconnection rates, holding times and reaction times only describe what is happening in customer interactions but fail to tell you why they occurred. He then expounded upon ASC’s entire workforce optimization (WFO) portfolio and the enterprise-wide role it plays in ensuring a cost-effective customer-centric organization.

Workforce optimization encompasses communications recording, quality management, speech analytics, eCoaching and workforce management. ASC’s workforce optimization solution, INSPIRATIONpro, plays a central role by helping contact centers to enhance customer service, efficiently deploy staff and increase productivity. Based on the content of recorded calls and screen activities, INSPIRATIONpro reveals improvement potentials in contact center operations including processes, marketing, sales activities, time of reaction and problem analysis.

A free ticket to visit ASC’s exhibition can be obtained at http://ccw.asctelecom.com