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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


2023 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 



View more from Verint Monet

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

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