Kate R

July 2017

Reduce Agent Attrition with Speech Analytics

One of the biggest roadblocks to a contact center’s success these days is the high level of agent attrition. Studies show the average agent attrition rate in contact centers is 30 to 45%(1), which can end up costing a company 25 to 30% of benefits and salary for each vacant position(1). Clearly, this problem needs to be addressed.

However, many contact centers believe they can allay the situation through fun “perks” such as dress-up days, contests, prizes, etc. And even if these efforts are appreciated by the agents, they are ultimately short-term solutions. Because what truly matters to contact center agents is the ability for them to do their job and to do it well. Fortunately, with speech analytics and some helpful tips, any contact center can keep its agents happily on board…. Read more

Using Speech Analytics to Keep Customers Happy

Today’s businesses may find themselves wondering which is more important: Keeping customers happy or making a profit? Actually, they’re equally important. A business cannot last if it is not making money, and it cannot make money if its customers are unhappy. And the contact center is usually the very first facet of a business that can make or break a customer experience.

Unfortunately, most contact centers are not performing as well as they might think. Studies show a measly 14% of complaints are sufficiently resolved on the first call(1), and most end up involving 4.2 contacts to help fix the problem(1). Clearly, there are issues that need to be addressed and settled. Here are two common reasons contact centers may be falling short when it comes to the customer experience, and how a speech analytics system can help…. Read more