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

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Atif Mehmood
Contact Center & Retention Business Head
9
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
45

Article : How Voice Analytics can Improve Your Customer Service

#contactcenterworld, @AwakenIntel

Author: Chris Robinson, Director and Executive Chairman, Awaken Intelligence

According to the research firm, Technavio, the global voice and speech analytics market is poised to grow by USD 2.17 billion during 2019-2023, progressing at a CAGR of almost 18% during the forecast period. What’s exciting about this news is that more businesses are recognising that this technology can transform their customer experience (CX) while helping to drive greater efficiencies across their call centres. So, if you haven’t considered implementing voice analytics (VA) and speech analytics (SA) for your contact centre here’s a few reasons to get onboard with this astounding technology.

One of the key highlights from the Technavio research is the ability VA and SA will give organisations adapting to rising trends and changes in consumer behaviour. Consumers have had to rapidly modify their own behaviours this year and many will be more au fait with technology as a result. That familiarisation will result in a greater level of expectations so how can voice analytics help you to stay across your customers’ demands?

The first advantage of VA is the ability to better understand a customer’s perspective through their voice and tone. The pitch, loudness, timbre, speech rate and pauses in a customer's voice will help you to analyse and assess whether a conversation is proving to be a positive, or negative, experience for them. What’s more this will be a two-way conversation so you can also measure your agent's tone of voice too. This insight will help you to understand how they are feeling during a conversation, while at the same time measuring sentiment based on the words used.

Businesses are starting to realise how important their customer experience (CX) is therefore embracing the technology to help them stay ahead of customer expectations is a no brainer. Apparently 96% of American businesses close their doors within 10 years (of being established) and a contributing factor to that is poor customer service. Making sure your customers don’t have a negative experience or equipping your agents to transform a customer problem into a positive conversation is business critical.

VA not only helps to take the heat out of a tricky situation but because it provides data you and your team can use these insights to reduce call times and repeat calls helping to reduce customer churn and improve the quality of their experience. As Gartner recently highlighted 94% of customers with low-effort interactions intend to repurchase compared with 4% of those experiencing high effort.

So, if you’re new to this technology you may want to find out more about how you can utilise a combination of language analytics and behavioural analytics such as topic modelling, natural language processing (NLP) through to acoustics and vocal emotion detection to create greater insight into your agent and customer conversations.

From this crucial date you can extract actionable insights and introduce quick changes to improve agents’ performance while analysing calls to help them to identify complains. Ensuring that you’re both compliant and able to react to vulnerable customers means that you can rapidly transform your CX. And what’s really important is that with embedded machine learning you can continue to learn and therefore adapt to your customers’ ever-changing needs. Consumers don’t stand still and in the land of call centre technology nor should you.

#contactcenterworld, @AwakenIntel


About Awaken:
Company LogoAwaken Intelligence are providers of flexible software helping their customers see the complete picture for their contact center. Through voice analytics, speech analytics, actionable insights, and dynamic call scripting solutions, the platform is flexible, easy to work with and adapts quickly as the call center evolves. The Awaken Intelligence team have over 35 years combined experience, meaning their products are designed by contact center people for contact center people.
Company RSS Feed   Company Facebook   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Multi Contact

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

Published: Monday, August 17, 2020

Printer Friendly Version Printer friendly version

2024 Buyers Guide Automated Call Distributors

 
1.) 
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.


2.) 
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.
 

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 34498 
The 19th EMEA Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 1107 
The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 1556 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =