Speech Analytics to optimize customer experience
By Ryan Morrissey
DELRAY BEACH – One of the biggest challenges facing contact centers is effectively evaluating and augmenting the presentations of contact center representatives (CCRs) so that their performance is optimized.
Contact Centers today are striving to deliver the best customer experience, strengthen operating environments and effectively meeting business objectives and performance goals.
Implementing Speech Analytics provides the necessary insights into improving the customer experience and beyond. Speech Analytics enhances data exchange and interaction between the contact center, sales department, marketing department and operations all while providing the tools supervisors need to train and evaluate their staff to help improve interactions with customers.
Overall the integration of automated Speech Analytics into the QA (quality assurance) and QM (quality management) processes allows a contact center to increase revenues, reduce costs, and increase customer retention. It also boosts performance of the call center by providing the critical information necessary to innovate and improve customer service levels and aid in regulatory compliance requirements.
Speech Analytics systems are key applications in a contact center platform-they analyze recorded CCR voice interaction with customers and deliver actionable information mined from these conversations. This information makes your company more profitable and your operation run more smoothly.
Speech Analytics is used to evaluate a CCR’s proper call opening and verification of customer information, improve agent speech and script adherence, increase first call resolution and identify trends in customer dissatisfaction. Speech Analytics also ensures campaign and regulatory compliance. It is also used to evaluate and perfect training programs, marketing plans and operational solutions, allowing a company to get the entire perspective of its business.
Applied Business Technologies (ABT) specializes in integrating Speech Analytics into any contact center platform. At ABT, we are experts in assessing a contact center’s business model and work environment and then providing a complete, personalized Speech Analytics solution which addresses many critical metrics. The end result always shows significant and measurable improvement in customer experience. After implementing Speech Analytics, our customers realize significant cost savings, improved competitive advantage, and most importantly, increased profitability.
Isn’t it time for you to contact ABT for a consultation to increase address your Speech Analytics need and to improve your customer experience?
Call me today at 561-282-6318 or email me at rmorriss@appliedcorp.com and let’s get started today building your employee retention and profitability.
