Questions about speech analytics are popping up more frequently at contact centers. Is it worth the investment?
To help you decide, we’ve created a list of the five biggest benefits of speech analytics. We call them the “Now you knows” – as that’s what analytics provides: knowledge, insight, and all the customer service advantages that derive from them.
It’s never fun dealing with a disgruntled or disappointed customer. However, there are times when the root cause of their frustration is not clearly communicated to your agent. Speech analytics can help to fill in the gaps through various tools that track word choices. The sooner the agent understands what’s wrong, the sooner he or she can begin to make it right.
No customer likes to be put on hold, but there are times when this inconvenience reaches the point where it risks the loss of that customer. Analytics can help identify why some ‘hold’ times are longer than they could or should be. Can you reduce these stretches by 10 seconds or 30 seconds? What difference would that make in customer satisfaction?
Many companies, particularly retailers, offer a wide range of promotions and special offers that will appeal to different segments of their customer base. The challenge is to make sure the right offers get to the customers most likely to take advantage of them. Speech analytics gathers information on customer purchasing habits and trends, so you’ll know which promotions to target to which customers.
Speech analytics gathers data on agents as well as customers. You’ll know which are sticking to the script and which are maintaining the quality standards set by your company. Analytics can be of great benefit in training those agents now falling short to get better.
Every lost customer is harmful to your company. With speech analytics you’ll have a powerful new weapon in helping to identify which customers may be on the brink of taking their business elsewhere. That gives you a proactive opportunity to save that relationship before it’s too late.
Monet's Speech Analytics solution is delivered in the cloud, making it extremely easy to set up and implement, so you can see results within weeks.
Publish Date: August 29, 2018 5:00 AM
Provide an unparalleled, engaging user experience for the creation of dynamic voice broadcasting campaigns. Its block-based interface enables you to develop easy to complex call flows aligned with given strategic business targets by simple drag and drop operations.
Mass Automated Telephone Surveys are based on a key-pad answering system that enables you to poll large audiences with your own custom questions. They are great for:
- Building Customer Loyalty
- Lead Generation
- Enhancement of Current Service Portfolios
Manage the platform with great ease and assess your results. Schedule your demo or request a quote today!
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