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The “Now You Knows” of Speech Analytics - Verint Monet - ContactCenterWorld.com Blog

The “Now You Knows” of Speech Analytics

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.

Benefit #1: Now You Know Why Customers Are Not Happy

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.

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Benefit #2: Now You Know When Silence Isn’t Golden

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? 

Benefit #3: Now You Know If Your Message is Getting Through

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.

Benefit #4: Now You Know Your Agents Are Doing the Job

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.

Benefit #5: Now You Know What Is Needed for Customer Loyalty

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.

Source: http://www.monetsoftware.com/blog/Analytics/post/the-now-you-knows-of-speech-analytics

Publish Date: August 29, 2018 5:00 AM


2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 



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

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