It’s (Past) Time to Get Serious About Speech Analytics
By now, you’ve certainly heard of speech analytics. So for those that have not added this capability to your contact center, we would simply ask: Why not?
It’s a solution that will boost the operational efficiency of your contact center. It will help your agents quickly identify why customers are calling, resulting in faster resolutions and improved average handle time. Properly used, it will also reduce the number of calls and repeat calls.
This is particularly true if you are already using a workforce management solution. Together with speech analytics, you’ll be able to disseminate call center data and deliver analytics insights into the KPIs that matter most.
Today’s speech analytics software automates the search process for important words and phrases, and provides automated alerts when certain issues or opportunities arise. The faster these issues are addressed, the better the customer service.
Let’s face it – even the most qualified, experienced agents cannot mine each call for relevant data in real time. It’s simply more efficient to automate this practice so calls are instantly categorized by purpose and/or outcome, while the agent is clear to focus only on delivering a positive engagement. By combining the more precise capabilities of speech analytics, such as keyword spotting, with a more general review of how customers and agents speak with each other, a contact center is better equipped to proactively solve issues before they can impact the company.
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