July 1, 2011 @ 12:46 PM

Speech Analytics to optimize customer experience

Speech Analytics to optimize customer experience

By Ryan Morrissey

DELRAY BEACH – One of the biggest challenges facing contact centers is effectively evaluating and optimizing contact center representatives (CCRs) performance.

Contact centers are striving to deliver the best customer experience, strengthen operating environments and meet business objectives and performance goals.

Implementing Speech Analytics provides the necessary insights into improving the customer experience. Speech Analytics enhances data exchange and interaction between contact center divisions: service representatives, supervisors, sales, marketing and operations. Speech Analytics also empowers supervisors to effectively train and evaluate staff in the relentless pursuit of enhanced customer interactions.

Overall, the integration of automated Speech Analytics into the Quality Assurance (QA) and Quality Management (QM) processes allows contact centers to increase revenues, reduce costs, and retain customers. Automated Speech Analytics also boosts call center performance by providing the critical information necessary to innovate and improve customer service levels while meeting 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 evaluates a number of crucial customer contact factors, such as: proper CCR call opening and verification of customer information, agent speech and script adherence, first call resolution and trends in customer dissatisfaction. Speech Analytics also ensures campaign and regulatory compliance. Further, Speech Analytics helps to evaluate and perfect training programs, marketing plans and operational solutions, allowing a company to get a composite perspective of its business.

Applied Business Technologies (ABT) specializes in integrating Speech Analytics into any contact center platform. ABT experts assess a contact center’s business model and working environment in order to design a complete, personalized Speech Analytics solution which taps into those critical metrics. The end result always demonstrates significant and measurable improvement in customer experience. After implementing Speech Analytics, ABT 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. Let’s discuss how ABT can help to build your employee retention and profitability.

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