Category: MBA Seminar Topics

Speech analytics has been in existence since last ten years and the traditional setup is more captive centric. Speech Analytics is Operational enhancement as in they use this Analysis to improve their performance matrices like AHT reduction, FCR improvement & determining TNI for agents. The approach followed is primarily towards working on Agent improvement.

However, Corporate Companies look at Business process Re-engineering end to end. These Corporate companies not only work on Agent skill set enhancement but simultaneously making the process & policies so Robust that the opportunity of error is reduced along with agent empowerment. The results derived these analytics gives an in-depth insight to the management team as to what exactly are the deterrents for the process (issue wise / Agent wise breakup) in terms of achieving respective objectives. Also on the other hand, it highlights process related issues like certain policies imposed by client are unpopular amongst the customers and that drives maximum customer dissatisfaction. The management team can take this up with the client and act as Partner in highlighting such issues and sharing recommendations for process improvement.

The Contact Center handling voice interactions might have some pain areas in terms of ensuring customer satisfaction along with better business benefits. Below is the list of a few commonly experienced challenges while handling a Contact Center.

1. Volumetric Analysis: To identify why customers are calling. This can be further used to optimize the contact center staffing and SLA management. Key objectives under this header could be:
   1. Identify contact drivers
   2. Uncover trends and customer needs
   3. Increase the usage and effectiveness of self-service channels
   4. Customer Complaints: To understand the typical issues and escalation causes from the customers.
      1. Reduce customer defections
      2. Reduce costly escalations
      3. First Contact Resolution: FCR is a key cost driver for contact centers. Speech Analytics can help in improving FCR by understanding process gaps, knowledge gaps and any product/ service issues etc.
      4. Sales Effectiveness: Sales effectiveness of a process can be improved by:
         1. Pinpointing best (and worst) selling circumstances and behaviors
         2. Improve up-selling/cross-selling capabilities of the associates
         3. Increase closing rates by understanding why a deal gets closed or why is it dropped
         4. Customer Retention: Customer churn is one of the most important factors for driving business objectives. Speech Analytics can help to proactively identify the reasons why customers want to move out and what is competition offering.
         5. Handling Time: Features like quantification of dead-air (mute time), hold time etc. can help understand why calls are exceeding the target. Agent wise call type analysis can help designing the call routing system to ensure best agents are utilized for specific call types.
         6. Communication Issues: Speech analytics can proactively identify agents that need specific communication trainings. Talk-Over Analysis, Diction, and Comprehension etc. can be identified and coaching plan can be developed to improve these.
         7. Campaign Management: Monitor and quantify the benefits of any campaign launched by the client.
         8. Market Positioning: Customers often mention what competitors in market are offering and how the client’s product/ service are perceived by their existing customers. This can be a key input to R&D and Marketing teams of the customers.
         9. Product/ Service Design: Understand what is most useful for the end user and what the end user is willing to pay for? Also, understand what offering is not seen as a value add from end user perspective.
         10. Collections Effectiveness Improvement

The management team might know these problems from the weekly reports /dashboards but might face challenges in getting to the root cause of the problem. There is a lot of important information on customer insights which goes unattended because of lack of ability to leverage unstructured sources of customer communications which is available in the customer interaction. This insight can be provided by leveraging Speech Analytics.

 As mentioned earlier, Speech Analytics can be utilized to analyze get insight on customer emotion, behavior & experience basis customer verbatim. It can also help analyze the training needs along with agent level drill down on various call handling aspects like adherence to standard scripted verbatim, talk over, silence time etc. The solution which we are looking at is offered by NICE. This solution primarily works on these five approaches.

The attached document contains the below Table of Contents:

Introduction to Speech Analytics

Objective of Speech Analytics

Problems/Challenges Faced at Previous Speech Analytics System

Details of the proposed solution for Speech Analytics

New Approach for Speech Analytics

Discovery Session for Speech Analytics

Creating Lexicons

Creating & Fine tuning categories

Conclusion/Summary of Speech Analytics

Download Speech Analytics Paper Presentation

This Initial Public Offering (IPO) MBA Final Year Seminar Topic focuses attention on one of the very important instrument in Financial Markets, Initial Public Offering.

INTRODUCTION:        

Financial Markets where securities / shares are bought and sold on exchange are called Capital Markets. In order to generate lucrative interest of investor in Capital Markets, one must thoroughly address interest in new securities which are yet to launch in stock exchanges. Yes, we are talking about New Issue Markets.

In order to expand, diversify the existing business, debt repayment, acquisitions, etc., companies or corporate houses need huge capital, hence this capital can be collected by inviting public for investment in the company. In order to become public company from private company, it must have SEBI (financial markets regulatory body in India)’s & existing stakeholders (called private investors) approval. Once SEBI & stakeholders clearance is received, private company can start procedure to become public company. That’s why; this process is also defined as the process of converting private company into public.

Download Initial Public Offering (IPO) MBA Final Year Seminar Topic

Financial market plays the major role of transferring funds from the lenders to the borrowers. The financial market is categorized into “Money Market “and “Capital Market” based on the lending and borrowing period.

Money market deals with short-term transferable securities of periods one year or less. The sale of these securities finances the working capital of commercial and industrial        firms, financial firms, and governments. What is interesting about the money market is that it shouldn’t really exist. Financing working capital is precisely what banks do. However the banks are blocked from performing that function due to the government regulations. To a large extent, money markets exist to provide “work-arounds” for regulatory obstacles.

This Effects of Money Market on the Banking Industry white paper examines the reasons behind the growth of “Modern Day Money Market” and analyses its effects on the US banking industry.

 The MBA Seminar Topic covers the following areas:

1. The Early Money Markets.
2. Growth of “The Present Day Money Market”.
3. Effect of Money Market on the functioning of Banks.

The Attached document contains the below table of contents:-

1.     Introduction to the Money Market

2.     Money Market: Early Survey Findings

3.     The Growth of the Modern Money Market

3.1       Instruments of the Money Market

3.2       Money Market Intermediaries

4.     Effects of Money Market on the U.S. Financial System

5.     Appendix

6.     Glossary

7.     References

Download Effects of Money Market on the Banking Industry MBA Seminar

The population of the vehicle has increased around the world within the last few decades. This increased vehicle population has made the path for many economical and environmental issues. These difficult situations forced the governments to set regulations on emission methods and seek another fuel choice.

The use of alternative fuels is the upsurge issue in today’s world for public health, environment, national energy needs, and the non-sustainability of fossil fuels.

The alternative fuel is also called non-conventional fuels which is a substance used like a fuel. The alternative fuel is an energy source which is renewable. The examples of alternative fuels are biodiesel, bioalcohol, natural gas, vegetable oil, chemically stored electricity, hydrogen, non-fossil methane, and biomass sources.

Biodiesel is mentioned as a vegetable oil or animal fat which depends on diesel fuel including long-chain of alkyl and esters. Typically, it is formed from chemical reaction of lipids like vegetable oil and animal fat with an alcohol. This procedure is called Transesterification. It is very easy to use, nontoxic, biodegradable, and importantly it does not have sulfur and aromatics.

Biodiesel is a user friendly. It decreases to be dependent on foreign oil. It lubricates the engine and reduces the engine wear. It is used in diesel without any changes.

Conclusion:

The Alternative Fuels Mechanical Seminar paper concludes on biodiesel which is formed from transesterification of the vegetable oil or animal fat. There are many steps to perform this transesterification reaction. The reaction is the method of interchanging ester’s organic group with the organic group of alcohol. This reaction is catalyzed by adding acid or base.

Download Alternative Fuels Mechanical Seminar paper