Many companies have begun implementing speech analytics in their call centers. The goal is to decrease the average handling time and improve first-call resolution rates. Using speech analytics can help call center agents identify the cause of repeated or annoying calls, which will help improve custo...
Why Use Speech Analytics at All?
A speech analytics solution helps companies analyze customer conversations to determine their lifetime value, identify broken processes, and introduce improvements. This type of data can help businesses improve their marketing and sales strategies. It can also be used to measure brand perception, pr...
Why Speech Analytics is considered to be the Best Solution for Call Centers
With the advent of advanced speech analytics, call centers have seen a great deal of improvement. This technology can help companies improve marketing messages, reduce churn, increase sales, and automate processes. In addition, it can help determine what kinds of customers have certain characteristi...
How to Reduce Average Handle Time Using Speech Analytics in a Call Center
Using speech analytics can help contact centers drastically reduce the average handling time of a call. These tools allow agents to identify words that indicate longer periods of silence, such as “hold” or “one moment.” By training agents to use these phrases, average handle ...
How to Harness the The voice of the consumer (VOC)?
The voice of the consumer (VOC) can be used in a variety of ways to improve the customer experience. Through proactive communication, a company can develop new products and services faster. A successful VOC program can also improve the customer experience by lowering costs. The following are some ti...
What is ASR (automated speech recognition), and why it’s important?
Automated speech recognition (ASR) is a technology that enables users of information systems to address entries rather than punching numbers on a keypad. ASR was used primarily to furnish information and to reroute telephone calls. In recent years, ASR has grown famous in the customer service divisi...
7 Key Speech Analytics Use Cases For Contact Centers
Call data is a goldmine of information that helps one gain rich and relevant insights about their customers’ satisfaction, customers’ churn, agent performance, and campaign effectiveness rate. With a remarkable increase in the total inflow of the customer calls to the contact centers, reviewing ...
Call Center Productivity – This Is How Speech Analytics Can Help
With an upsurge in competition among organizations across industries, the pressure has moved onto contact centers to deliver exceptional customer service. Providing a remarkable customer service has become the key determining factor for their success. To enable this, it has become vital for the cont...
Top 10 Key Factors To Consider Before Implementing Speech Analytics
With the speech analytics market size expected to grow at a CAGR of 18.2 percent between 2017 and 2022, the industry experts assume the number to grow from USD 941.1 million in 2017 to USD 2,175.8 million by 2022 (Source). The critical factors that would play a significant role in attaining this gro...
Uncapping The Potential of Next-Generation Contact Centers Using Speech Analytics
When talking about contact centers, the first image that strikes each of our minds’ is a large room with cubicles arranged in an orderly manner, agents attending the customers’ calls, and their supervisors hustling to make sure that none of the customer’s queries stands unresolved. However, as...