posted a blog<\/a> Taking a closer look at speech analytics and explaining how they can identify a caller\u2019s needs so that help is immediately available for future calls regarding the same issue.<\/p>\n\u201cIn call centers, there are many moving parts that must work together to provide a great customer experience while also meeting company metrics and goals,\u201d Sinclair noted. \u201cWhen this doesn\u2019t happen, or there\u2019s a breakdown in processes, it\u2019s often difficult to pinpoint the root cause of the problem. Speech analytics can often provide this insight and act as a \u2018psychiatrist for your business.\u2019 Speech analytics is the process of analyzing recorded calls to extract insights and provide a better understanding of what happens during call interactions.\u201d<\/p>\n
How your agents perform in the call center can have a long-lasting and far-reaching impact on your business. Think about it: One bad interaction with an agent can cause a caller to leave, and then keep retelling the story and badmouthing your efforts. Studies have shown that people trust what their friends tell them, and there\u2019s no way to stop that \u201cbad press\u201d once it takes on a life of its own.<\/p>\n
Conversely, a positive experience not only improves the customer's impression, but they are also more likely than not to share that story with friends.<\/p>\n
Citing industry analyst Donna Fluss, Sinclair describes a \u201crapid three- to 12-month payback, high net present value, and high internal rate of return\u2019 for companies that adopt speech analytics. He goes on to note that \u2019by reducing operational expenses, improving the customer experience\u2014which leads to increased revenue\u2014and lowering customer attrition rates, speech analytics is clearly a worthwhile investment.\u201d<\/p>\n
Then there\u2019s the legal aspect as well. \u201cWith speech analytics, we are able to confirm, validate, and, in some cases, prove that agents are complying with industry regulations,\u201d Sinclair says. \u201cWe can also identify problem areas and training opportunities before a situation escalates or leads to litigation. This technology can help companies avoid fines and\/or lawsuits when used as a risk assessment and management tool.\u201d<\/p>\n
In short, the careful use of speech analytics can provide countless benefits not only to your customers, but also to your employees who interact with them. With competition as fierce as it is, what are you waiting for?<\/p>","protected":false},"excerpt":{"rendered":"
May 14, 2015 With call center use rising and more people seeking help for a variety of problems, it’s no wonder that contact centers workers are feeling the stress. Who wants to go to work where you’re berated and belittled all day long? In an effort to deal with the problem head-on, savvy call center […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1688","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1688","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/comments?post=1688"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1688\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media?parent=1688"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/categories?post=1688"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/tags?post=1688"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
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