As this recent article points out, there are multiple divisions of a company that play into the call center specifically.
To be effective in implementing a speech analytics solution, you must make sure to have a designated team in place, consisting of all members within various departments of your business that will have a role in developing search criteria and objectives, analyzing the data and results provided by the technology, and then responsible for implementing change within the company to improve overall process, call handling procedures, and improve overall operations.
Here are the seven areas of a company that the article points out as making up the call center:
- Management
- Agents
- Metrics
- Human Resources
- Marketing
- Technology
- Customers
With the customer experience increasingly becoming a differentiating factor in what company a customer chooses to do business with, having the right technology in place to support strategic business decisions and programs is paramount.
Learn more about our cloud-based call recording and speech analytics platform by contacting a CallFinder Specialist to set up a free demo.
