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Conversational Analytics: The Secret to Quality Customer Service - Sestek - Blog

Conversational Analytics: The Secret to Quality Customer Service

Poor customer service costs businesses about $75 billion annually. Given this tremendous loss, having poor customer service is not something you can ignore. To avoid ending up with a service your customers are unhappy with, you need to understand and answer their expectations effectively. And you can do this by listening to your customers, in other words, monitoring and analyzing their conversations.

Analyzing Customer Interactions

Customer interactions across different service channels include invaluable insights about customer behavior, the latest trends, and business productivity. To unveil these insights, you need to apply in-depth data mining methods, and thankfully, with today’s conversational analytics technologies, you can do that easily.
Conversational analytics, also called conversational intelligence, converts natural language conversations into a machine-readable format and extracts data from them. Using artificial intelligence and machine learning technologies, conversational analytics collects, analyzes, and makes sense of interaction data from multi-channels.

The heart of customer conversations: Voice Interactions

According to McKinsey, live voice interactions through a call center are crucial in providing high-quality customer service in a digital age. Therefore, analyzing call center interactions which can be defined as call center analytics, becomes more critical in evaluating the customer experience.
Call center analytics gives essential details about customer service through collecting, measuring, and reporting performance metrics within a contact center. To track call data, evaluate agent performance, and determine service quality, call center analytics uses the following criteria:

  • Average call abandonment rate
  • Percentage of blocked calls
  • Average waiting time
  • Average response speed
  • Average call time
  • Resolution of the request at the first call

It evaluates elements that directly impact the customer journey and gives businesses essential details about customer satisfaction, probability of customer loss, agent performance, campaign efficiency, etc.

What to look for when selecting an analytics solution?

Using analytics tools to uncover hidden insights in call center interactions is key to ensuring high-quality customer service. But not all analytics tools are created equally. To get the most out of this technology, there are some key features to look for:

  • High speech recognition accuracy for automatic monitoring and identification of script adherence, acoustic indicators, and sentimental features
  • Easy-to-use statistical comparison tool for instant identification of the granular differences between top-performing agents and others
  • Real-time sentiment analysis, real-time notifications to supervisors, and real-time triggers for API actions
  • Fast response times and query results
  • Intuitive solution supporting multi-tenancy for different teams, business units, and operation
  • A simple interface where users can enjoy visual query design without any coding requirement

Why is Knovvu Analytics the answer?

Knovvu Analytics collects 100% customer interaction data and transforms it into actionable business intelligence. By applying advanced data mining and quality management technologies, Knovvu Analytics helps decision-makers objectively evaluate business performance and make the right decisions to improve customer service.
Knovvu Analytics outperforms the competition with the following features:

  • Higher performance through faster response times and faster query results than the competition
  • Single solution supporting multi-tenancy for different teams, business units, and operations
  • Easy to use interface where users can create visual queries with no code
  • Objective analysis of script adherence, acoustic indicators, and sentimental features with AI-based quality management
  • Instant notifications on prohibited words, urgent customer inquiries, or regulatory issues with real-time analytics
  • Statistical comparison that identifies best-performing agents and reveals training needs for underperforming agents

Sounds like what you need?

If Knovvu Analytics sounds like what you need, fill out the form here. Our team will contact you soon to figure out how we can help.


Author: Sestek Marketing Team, Sestek


Publish Date: September 17, 2022

2024 Buyers Guide Automated Call Distributors

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

View more from Sestek

Recent Blog Posts:
Conversational Analytics: The Secret to Quality Customer ServiceSeptember 17, 2022
Perfecting the Airport Experience with Conversational AIAugust 16, 2022
CEO Interview: Knovvu is the Beginning of a New Era for SestekJuly 6, 2022
Employee Experience, Customer Experience, Total Experience: How are They All Connected?May 16, 2022
Speech Analytics Come to Rescue for Better CXApril 13, 2022
Voice: Still the Most Natural, the Most Comfortable and the SafestDecember 20, 2021
From Single-Use Bots to Intelligent One-for-All BotsNovember 11, 2021
Chatbot? Virtual Assistant? Digital Assistant? What’s The Difference?September 21, 2021
The Evolution of Machine Learning: Explainable AIJuly 13, 2021
Making Conversational AI Smarter: 4 Hints to Design an Intelligent Conversational AI SolutionMay 25, 2021

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