Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Do You Really Need Speech Analytics? - Verint Monet - ContactCenterWorld.com Blog

Do You Really Need Speech Analytics?

This is the question now facing hundreds of companies that interact with customers through a contact center. 

Sure, we may be biased because we offer speech analytics. But we’ve also seen the results call centers have achieved once it has been implemented. In a business where data is critical, this is data that delivers more insight into your customers’ wants, needs and preferences than anything on a spreadsheet. 

But isn’t everything moving online now? Some of the more basic customer issues are certainly being settled via email or other channels now. But when people really want answers, or have something they need to tell a company, they still want someone from that company to listen – and they are still going to pick up the phone. 

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

So do you really need speech analytics?

Only If You Want More Sales

Speech analytics can help identify which sales pitches are generating the best return, and which words or phrases are having the greatest impact on callers. It can also identify which methods are doing more harm than good, and target up-sell strategies and efforts that are generating the desired results. 

Only If You Want Happier Customers

Why are unhappy callers calling? Is it a product failure or a service issue? Was there a billing problem, or did they have trouble getting the information they need to make a buying decision? Speech analytics finds the common threads in thousands of calls. Management can then respond with targeted improvement initiatives based on this intelligence. 

Only If You Want A Better First Call Resolution Rate

With first call resolution (FCR), speech analytics delivers insight into why repeat calls are necessary, by getting to the root of their occurrence. It identifies instances of repeat calls that might not be detected through other means, such as when a customer calls again days or even weeks later on a different matter. When such instances are catalogued, a call center can work on ways to resolve both issues on one call – perhaps even before the caller is aware of the problem. 

Only If You Want More Effective Agents

Call recording and monitoring identifies issues with agents, but speech analytics takes this process one step further, highlighting specific performance components and call content that makes evaluation much more comprehensive. Through such repeated, methodical analysis, managers will know how to adjust scripts and how agents should deliver their content, in ways that will boost customer satisfaction and loyalty. 

With speech analytics, call centers can improve the quality of customer service and satisfaction, boost customer loyalty and retention, and reduce time spent on repeat calls and issues related to other KPIs, all while also lowering call center costs.

Source: http://www.monetsoftware.com/blog/Analytics/post/do-you-really-need-speech-analytics

Publish Date: July 18, 2017 5:00 AM


2020 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390
 



View more from Verint Monet

Recent Blog Posts:
Helping Agents Buy Into Workforce OptimizationOctober 1, 2018 5:00 AM
The Competitive Edge Delivered by Speech AnalyticsOctober 1, 2018 5:00 AM
Cut Every Customer Call By One MinuteOctober 1, 2018 5:00 AM
Remote Agents: Making That System Work With Workforce ManagementOctober 1, 2018 5:00 AM
Comfort Pets at Contact Centers? Why Not?October 1, 2018 5:00 AM
Five Musts for Your Workforce Optimization SolutionAugust 29, 2018 5:00 AM
The “Now You Knows” of Speech AnalyticsAugust 29, 2018 5:00 AM
Can Contact Center Agents Replace In-Store Employees?August 29, 2018 5:00 AM
Healthcare Contact Centers: The Open Enrollment CrunchAugust 14, 2018 5:00 AM
5 Tips to Optimize Contact Center SchedulingAugust 13, 2018 5:00 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
 1
 1962 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =