We recently participated in a discussion with the LinkedIn Group, Contact Center Operations and Management.
The discussion thread was posted to this blog. Read the wide range of responses from contact center professionals and their experiences and opinions on trends and challenges that manager of contact and call centers are facing today.
Here are the top five in an overview:
- Agent recruitment and retention
- Doing more with less
- Reporting
- Increasing customer expectations
- Consequences of bad experiences are being magnified
Speech analytics technology helps contact center managers monitor and combat these challenges. By analyzing and monitoring customer conversations with a speech analytics solution, you gain access to critical points within conversations between your agents and your customers.
The benefits of a speech analytics solution are endless. In addition to understanding call trends and call center performance, you can enhance the customer experience, ensure compliance, improve sales, and meet any KPI or goal within your business or contact center.
Learn more about speech analytics technology by following the CallFinder LinkedIn page. To see CallFinder in action, schedule a custom demo any time!