How Speech Analytics Boosts Customer Service
Do you really need speech analytics at your call center? That depends:
Would faster recognition of caller intent improve service?
Do you want to know what is having the most significant impact on your customer relationships?
Do you want to boost the operational efficiency of your call center?
If the answers are yes (and of course they should be!) then speech analytics is right for you.
There is one more benefit that deserves special mention – savings. With speech analytics your agents can reduce the number of calls and repeat calls, as well as the length of the calls they receive. Along the way you’ll also identify processes that aren’t cutting it anymore, and find ways to make them more efficient.
Is there a catch? Just one – to make the most of speech analytics, it should be deployed within a workforce management solution that can analyze and disseminate call center data and deliver analytics insights into the KPIs that matter most:
• First-call resolution: By analyzing past customer interactions, patterns will emerge that will indicate to agents why this call is happening, perhaps even before the customer provides an explanation.
But wait, there’s more!
Yes, this is starting to sound like a late-night infomercial. But speech analytics really can play an important role in so many everyday call center functions.
It can be integrated into your coaching to improve quality monitoring and agent performance.
Introducing a new product or marketing campaign? Speech analytics can also pick up key words and phrases that reveal how well it’s going over with customers, and whether some course adjustment would help.
Questions? Contact us – we look forward to letting you know about Monet’s speech analytics tool, and what it can do for you.
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