Why is Speech Analytics Worth the Investment?
We get it – call centers have a lot on their plates these days, with adapting to chat and social media, email and other channels, while maintaining quality in responding to calls. But even with these challenges, speech analytics is not something that should be viewed with a “we’ll get to it eventually” approach.
Speech analytics recognizes why customers are calling and communicates this information to agents. That puts agents in a better position to handle the issue efficiently, and shorten the length of the call.
Speech analytics recognizes trends in what customers are asking about – that could influence new product development or changes to existing products and ultimately boost sales.
Speech analytics turns every phone call into a source of valuable customer data. While some call centers are still getting by on monitoring a fraction of total customer engagements, here is a solution that truly provides a big picture perspective on what the entirety of a company’s customer base is thinking, feeling, and desiring from that business.
Speech analytics improves quality assurance by monitoring agent engagement and script compliance, gauging the effectiveness of greetings and closings, and pinpointing words or phrases used by customers that signal dissatisfaction, when there is still time for that relationship to be saved.
These are just some of the reasons why speech analytics, and in particular Monet’s Speech Analytics solution have been so popular. Isn’t it time your call center started transforming voice data into critical business intelligence? Find out more about Monet Analytics.
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