Searching for the WOW call
we.dify has launched the successful speech analytics pilot we.listen with VIER Interaction Analytics, which not only brings targeted improvements to the company's focus KPIs, but also offers employees many benefits.
Challenge
Improving call quality and focus KPIs
Great successes have already been achieved in the fall. Elke Schaffer, Director Customer Service & Sales, explains: "The speech analytics pilot has been running since July and we can already say: we.listen is a complete success! The tool not only has enormous benefits for the company, such as the targeted improvement of focus KPIs, but also for the employees."
Great successes have already been achieved in the fall. Elke Schaffer, Director Customer Service & Sales, explains: "The speech analytics pilot has been running since July and we can already say: we.listen is a complete success! The tool not only has enormous benefits for the company, such as the targeted improvement of focus KPIs, but also for the employees."
What solution does VIER offer?
we.dify + VIER
Further development thanks to language analysis
Employees from the pilot team confirm the benefits for themselves in a review meeting and explain: The feedback was great! While there was a lot of skepticism about the tool at the beginning, the customer enthusiasts from the pilot team are now very enthusiastic about it. They recognize the benefits of the tool and know how to use it optimally for their own further development. This was demonstrated in an interactive round in the fall. Most employees were initially nervous, unsure, had doubts and sometimes even felt monitored. This changed and now the emotional situation is already different and the team feels very comfortable with the tool across the board.
The we.listen Challenge
The winners of the we.listen Challenge were also chosen during the review meeting. All customer enthusiasts from the pilot team were able to send in their own personal WOW call, which was recorded by the call recording tool. The tool was therefore put to full use. A jury made up of several people from different areas of the company then evaluated these calls, resulting in the following winners:
Congratulations dear Christoph and Djuro for 3rd and 2nd place and congratulations to Nina for the ultimate we.dify WOW call! Special prizes awaited the winners and especially the winner, which they truly deserved.
The winners of the we.listen Challenge were also chosen during the review meeting. All customer enthusiasts from the pilot team were able to send in their own personal WOW call, which was recorded by the call recording tool. The tool was therefore put to full use. A jury made up of several people from different areas of the company then evaluated these calls, resulting in the following winners:
Congratulations dear Christoph and Djuro for 3rd and 2nd place and congratulations to Nina for the ultimate we.dify WOW call! Special prizes awaited the winners and especially the winner, which they truly deserved.
Searching for the WOW call
"Nina was able to completely convince the customer in this call with her helpfulness, friendliness, empathy and professional competence. In the course of the conversation, the customer's actual 'problem' turned out to be a misunderstanding and a humorous, pleasant conversation developed. She managed to make the customer laugh and he left the conversation not only with a solution to his concern but also with a good feeling. With her warmth, she created a unique moment for the customer, for the company, but also for herself, and that's what matters. A real WOW Call that will remain in the customer's memory for a long time." This is how our CEO Elke Schaffer described the winning call on Wednesday.
More about the product
VIER Interaction Analytics
Optimize service and sales thanks to our AI-supported speech and text analysis software. Gain valuable insights from analyzing communication with your customers.
About we.dify
we.dify offers excellent customer service and sales quality for customer acquisition and retention. As a multichannel service center, we.dify provides its customers with innovative and digital services in the areas of customer service and sales. Its culture creates added value for customers, employees and the company alike. The ultimate goal is to create added value for companies and to help shape and drive their success - all at the highest level of quality.
we.dify offers excellent customer service and sales quality for customer acquisition and retention. As a multichannel service center, we.dify provides its customers with innovative and digital services in the areas of customer service and sales. Its culture creates added value for customers, employees and the company alike. The ultimate goal is to create added value for companies and to help shape and drive their success - all at the highest level of quality.
Further customer projects
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