Colette YeeDirector of Strategic Marketing
GenesysUnited States
"Speech analytics is the technology to watch in 2010. It provides the breakthrough transparency (insight) on people performance, process effectiveness and end-customer experience that will revitalize the contact center industry and propel it to a more prominent role within the organization. Other business units will be looking towards the contact center for insights on product usability, customer needs, campaign effectiveness, competitive information, website abandon reasons, back-office bottlenecks, as well as, for liability protection.
By automating the recognition and analysis of unstructured human-to-human conversations in a non-intrusive and highly scalable way, speech analytics is able to dive into both the customer and agent side of the equation for comprehensive root cause investigation, trend analysis and hypothesis validation. It uncovers the first call resolution per issue per agent, the customer satisfaction per product per agent, among others. It further provides targeted recommendations for quality assurance, agent coaching, process improvements, sales conversion factors and customer satisfaction drivers. This enables executives to focus their investments and efforts on the areas that will give them the biggest bang for the buck.
Moreover, speech metrics can be easily tied back to operational and corporate KPIs like average handle time, resource utilization, customer satisfaction, first call resolution, sales conversion rate, collections promise-to-pay and customer propensity to churn. This allows the contact center to be fully aligned with corporate performance goals and metrics.
" 
# ContactCenterWorld
ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
www.contactcenterworld.com
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall