Realizing the critical nature of delivering positive experiences to customers, and how quality care contributes directly to a company’s bottom line, great strides are taking place in the technology sector to provide companies of all sizes with the tools they need to easily and precisely monitor customer conversations.
Nearly every facet of a business can benefit from call recording and monitoring, to mine conversations for everything from understanding which marketing campaigns are generating and retaining customers, assessing the customers’ wants and needs, to monitoring for competitive intelligence to gain an edge in the market.
Six Challenges to Tackle:
Recording your calls through a speech analytics solution will help your business:
- Quickly locate satisfied or disappointed customers.
- Identify coaching and training opportunities for front line employees.
- Optimize operational efficiencies and improve productivity.
- Assess business drivers, like promotions and advertising campaigns.
- Analyze audio recordings for competitive intelligence.
- Monitor script compliance by sales and customer service staffs.
How a Speech Analytics Solution Will Help You:
A speech analytics solution will record incoming calls and then quickly search the recordings for specified keywords and phrases to support a business’ unique goals. A company can then use the data they discover to gain business intelligence, enhance revenue, control costs and diminish risk. A robust speech analytics system will provide statistical and trending analysis, as well as ways to facilitate the sharing of these call analytics throughout multiple departments within an organization, for example the quality assurance department.
The company-customer relationship is certainly not a simply one. It is complex and multifaceted with a lot of moving parts. Capturing your customer conversations provides you with a wealth of knowledge to better understand your position in the market, understand your customers’ preferences, and stay ahead of the competition.
Learn more about the available cloud-based speech analytics solutions by contacting us today.