Kate R


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

A Superior Customer Experience with Speech Analytics

Providing an unmatched superior customer experience with speech analytics has become the goal of nearly all of today’s businesses. In fact, a recent survey showed customer experience was above both content and mobile marketing when it came to exciting opportunities for companies. And customer experience is positioned to beat out price and product as the main brand differentiator by the year 2020…. Read more

2 Ways Speech Analytics Helps Provide Excellent Customer Experiences

As customer experience continues to be the prime focus of today’s successful businesses, the importance of contact centers simply cannot be denied. And the best way to ensure a contact center is providing the right experience and yielding the best results is through its agents. Contact center agents are often the first connections customers make with a company, and the ensuing interactions can determine whether or not said customer will do business with them again, or if they will go to the competition. In fact, a recent survey showed that just one bad experience would stop 86% of people from doing business with a company. So it should go without saying that well-trained, proficient agents are invaluable to a business…. Read more