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Speech Analytics as an Enterprise Change Agent

Blog: Customer Experience Management Blog - KANA Software

Four ways that speech insights can impact the contact center and beyond

Speech analytics technology is becoming an essential change agent across the enterprise, with impact beyond the contact center, or customer engagement center.

Many forward-looking organizations are using speech analytics to mine millions of customer call recordings for powerful actionable insights that can help improve the customer experience and optimize business processes.iStock_89901251_lady in yellow coat_LARGE_resized.png

How It Works: Mining Call Recordings for Customer Insights

Today, the phone call remains a top channel for customer interaction by volume—and a gold mine of information. For instance, a five-minute call can contain about 1,000 words that can reveal needs, complaints, product feedback, and potentially even competitor data.

Speech analytics can automatically analyze millions of call recordings to help make important discoveries for the organization:

Four Ways Speech Analytics Makes Businesses Better and Customers Happier 

Speech analytics can produce powerful actionable insights that can help the contact center, as well as other parts of the organization. Here are four potential ways, with examples:

Interested in learning more about these case studies? Click here for the eBook called “Transforming the Contact Center into an Enterprise Change Agent.”

The post Speech Analytics as an Enterprise Change Agent appeared first on Customer Experience Management Blog.

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