Speech Analytics isn’t Just Important, It’s Essential

In a perfect world, all of your agents would always say the right thing at the right time on every call, practically guaranteeing a positive outcome. 

Impossible? Perhaps. But with real-time speech analytics, call center managers and agents have a tool that increases the likelihood of customers being paired with the agent most likely to answer questions and provide optimal responses and assistance. 

This level of response is even more critical now that customers have other methods available when contacting a company. Many will first inquire about an issue via email or a Facebook post. If that doesn’t work, a phone call is viewed as the last and best option, and that customer will expect to speak to someone with the knowledge and authority to take care of the problem. 

For the agent, this challenge becomes easier with a tool that delivers historical information about that customer in real time. That is what speech analytics provides. 

But this is no one-size-fits-all solution. Every customer is different, and even two customers who bought the same product and have exactly the same question may not benefit from the same type of response. With speech analytics, agents can change scripted responses based on speech cues, tailoring the discussion so it better matches the caller’s expectations. 

Typically deployed as part of a workforce optimization (WFO) solution, speech analytics has become a primary driver of performance and quality monitoring improvements. Such capabilities have long been limited to only the largest contact centers with the largest operations budgets. But the advent of cloud-based WFO software has brought these sophisticated solutions within the reach of small and midsized facilities. 

The Monet Software version of speech analytics and desktop analytics is part of our award-winning WFO Live product. Both platforms deliver detailed, data-driven insight into daily call center operations and customer behavior, but without the significant investment that such benefits used to require.

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