Enhancing employee and customer experiences

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By analyzing each spoken word during a conversation, canada phone number list together with the tone of voice used, Speech Analytics provides in-depth insight into a customer/employee's emotional responses and wants. These insights are invaluable in understanding exactly how to serve a caller to efficiently provide tailored issue resolution based on their unique needs, increasing service satisfaction rates without requiring agents or supervisors to put in extra work.

2. Optimizing efficiency, quality, and performance
Manually auditing and analyzing every phone call is not only time-consuming and repetitive but impossible for any supervisor, also juggling many other important tasks. The automated Speech Analytics insights make it easy to proactively monitor quality assurance, optimize workflows, and provide agents with personalized training opportunities to improve efficiencies and service outcomes.

3. Increasing retention and loyalty
When honing in on the details of what your customers or employees like and dislike about your organization, you can enhance not only service processes but also your products and solutions. Speech Analytics can identify happy and unhappy customers and provide insights into trends and triggers, enabling your organization to better understand areas of strength and opportunities for quick improvement in retention rates and brand loyalty.

4. Predicting and preventing outcomes
How soon you act is often just as important as how. Speech Analytics helps organizations predict changes in agent or customer/employee behavior, sentiment, or KPIs to proactively resolve issues quickly and deliver outstanding results. These insights can, for example, help contact centers improve call deflection, where Gartner analysts expect phone calls to live agents to decrease by 50%, saving valuable time and operational costs.2

5. Reducing operational costs
In addition to providing organizations with a comprehensive understanding of how to maximize efficiency and performance, the automation of otherwise manual and time-consuming processes also helps ensure service teams can focus their efforts where they are most valued. The enhanced service efficiency and improved time management drive the added value of decreased operational costs, empowering contact centers to increase revenue across the business.

6. Understanding risk and compliance
With every interaction carefully evaluated, Speech Analytics can help organizations identify non-compliance or risky language usage to effectively mitigate any legal issues before they evolve.