The front line of communication is a common focus for a speech analytics solution, in order to help companies address customer service quality within their organizations and provide actionable analysis that is necessary to build better tools and training programs for their agents. Searches built within an audio mining solution may uncover poorly handled calls, common complaints, and specific agent knowledge gaps, allowing a business to quickly identify areas that need process improvements and coaching focus.
Speech analytics also allows contact center managers to keep a pulse on customer satisfaction levels as a result of their interactions with agents, allowing managers to fine-tune training programs to ensure that agents are performing according to business standards. Better informed employees will lead to higher customer retention levels, and help reduce customer churn.
Analyzing business calls to find the “voice” of customers is becoming standard business practice among companies of all sizes and industries, and within contact centers. More and more, simply recording calls and monitoring a sample with a goal toward “quality assurance” is becoming an inadequate process in the face of the growing trend to respond to the dynamic and fluid wants and needs of a business’ customer base (past, present and future). Business owners and managers are realizing that the conversations taking place every day between their employees and customers hold much more valuable information than previously understood, and which traditional call recording alone cannot provide.
With customer satisfaction being an important way of making your company stand out from your competitors – think about Zappos and Amazon – audio recording and mining technology can help you get there.
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