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

Article : Why Should Call Centers use Speech Analytics?

#contactcenterworld, @summatti

Author: Rashmi Bhambhani, COO, Summatti

Speech analytics is not a new tool. In fact, it's been around for approximately 15 years. Just like any other tool, in the beginning, the functionalities of speech analytics were limited, but over the years, it has grown in popularity & capabilities. Now speech analytics tools have incorporated AI & Machine learning to monitor & analyze 100% of the conversations, whereas, in the past, they could only monitor 2-5% of calls.

If you think customer conversations have completely shifted off phones that’s not the case!

In reality, 74% of people contact customer service by phone. With email being the next popular channel at 62%, which usually gets redirected to phone.

Since customer service interactions typically begin over the phone, do you know what your customers are saying or how your agents are engaging with your customers?

CUSTOMER ANALYTICS

Analyzing conversations in real-time provides unprecedented insights & value to make call centers more effective & to grow their business.

96% of customer say customer service is an essential factor in their choice of loyalty to a brand.

Listening to the voice of the customer can help you understand what improvements & clarifications need to be made & depending on the nature of the call, the solutions can be incorporated right away.

One of the many pros of speech analytics is that the call centers don’t need to ask the customer to do anything in terms of providing feedback. No more asking them to complete surveys, answer questions about the call, follow up emails or text messages; which frankly people don’t answer anyways.

You can get the following insights on the data you already have:

- Proactive insights vs waiting for months

- Insights from data you already have, not spending resourced on getting new data

- Customer pain points for product development or updates

EMPLOYEE PERFORMANCE

The customer's voice is important, but listening to the employee’s (in this case, the agent) voice is just as important. In this day and age, customers have much more choice when it comes to products & services meaning, that the most significant differentiating factor is the quality of customer service provided. Are your agents providing them with the best service?

Speech analytics provides insights into employee performance that allows call centers to:

- Understand which scripts work better

- Train & onboard new employees faster

- Provide real time unbiased feedback

- Get insights into customer pain points & value your business provides

- Understand what the best-performing employees do & train the others to do the same

COST SAVING

Managing costs is a top priority in all call centers & the automation of speech analytics allows businesses to scale while keeping costs in check.

- Quality control across 100% of cases

- High employee engagement means less turnover

- Better customer satisfaction leads to reduction in customer churn

#contactcenterworld, @summatti


About Summatti:
Company LogoIncrease organizational efficiency with AI-powered intelligent customer insights Get actionable insights from all your customer interactions to raise customer experience, boost employee performance & increase sales.
Company RSS Feed   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Telephone Service

Read today's tip or listen to it on podcast.

Published: Wednesday, June 26, 2019

Printer Friendly Version Printer friendly version

2020 Buyers Guide Payment Services

 
1.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)
PH: 01442 458300
 

ABOUT US IN 60 seconds!

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...
 398 
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 =