Kate R

Archive for Speech Analytics

Monitor Marketing & Sales Activities with Speech Analytics

In order for a business to be truly successful these days, it must put the customer first. To provide outstanding customer experiences, not only is the contact center a key place to start, it is also important to monitor your marketing and sales departments with speech analytics. As the importance of the customer experience continues to be acknowledged, businesses must also be aware that providing this experience is not solely the call center’s responsibility. All factions play a role, particularly sales and marketing. These two departments must focus on knowing customers’ desires and making them a reality…. Read more

Exceptional Customer Experiences with Speech Analytics

With technology continually evolving these days, people have more ways to communicate with each other than ever before. And not just socially – customers who wish to contact a business now have multiple options to help resolve any issues or answer any questions they may have.  Yet even with all their choices, most customers still prefer one specific factor when it comes to business interactions – a human touch.

Recent studies show 4 out of 10 people would rather speak with a live representative at a business [1].  Even for those customers who initially attempt a self-service solution, half find themselves still reaching out to a live person at some point.  And 8 out of 10 people prefer to speak with a live rep via the telephone [1].  These phone calls provide opportunities to not only assist the customer, but provide them with an excellent experience that could make them loyal brand ambassadors.  Here are some ways companies can ensure their customers’ happiness each time they call…. Read more

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

The Many Benefits of Speech Analytics For All Businesses

Today’s consumers have more options to contact businesses than ever before, including email, online chat, social media, and more.  Yet with all these choices, calling a company directly remains people’s leading preference.  Whether it’s calling to inquire about a product or service, or someone with a question or complaint, most people prefer to speak with a real, live person. So when these calls come in, businesses must ensure the conversations being held are producing the desired outcomes.  Using call mining tools such as speech analytics allows companies to quickly scan their phone conversations for specific words and phrases, converting unstructured data into actionable business insights. Here are just a few of the ways implementing speech analytics can produce tangible benefits for any business…. Read more