Unlocking the Customer Phone Call With Speech Analytics
Every organization that wants to stay competitive needs customer insights—how do they want to do business, and what does it take to earn their long-term loyalty?
The answers heavily depend on the (actual) voice of the customer. More than ever before, guessing what customers want without actually hearing from them is a risky strategy.
Speech analytics can boost the effectiveness of contact centers by surfacing critical insights to inform and guide change. After all, phone calls are a high-volume channel for customer interaction at most organizations—and these phone calls are a gold mine of insight.
And, did you know the phone call is also the richest channel for customer interaction?
A phone call is worth a thousand words
If a picture is worth a thousand words, then so is a phone call. In fact, the 1,000 words in a 5-minute customer conversation offer a treasure of untapped intelligence for discovering:
- Customer behavior
- Gaps in self-service on the website or IVR
- Product issues and customer wish list
- Competitive intelligence
- Agent inefficiency
Historically, this intelligence was not extractable—millions and millions of recorded calls remained unstructured audio that collected dust. Manual inspection of call recordings was too expensive to perform at statistical significance.
Unlocking phone call insights to transform the contact center
Fortunately, those days are gone. Speech analytics transcribes and deeply analyzes audio recordings to help automatically categorize calls, measure customer satisfaction, detect root causes, uncover trends, discover emerging topics, and track agent performance.
Contact centers are now using speech analytics on millions of recorded calls to reveal powerful insights that can be applied to strengthen operations and improve the customer experience. Deployments have achieved ROI for a wide variety of business needs:
- Reducing call volumes and agent handle time
- Predicting at-risk customers to reduce churn
- Strengthening agent productivity
- Detecting customer issues
- Improving quality management.
If you are looking to improve customer experience excellence, speech analytics is worth considering.Learn more.
The post Unlocking the Customer Phone Call With Speech Analytics appeared first on Customer Experience Management Blog.
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