Gain Valuable Insight into What Customers Are Really Saying to Improve Call Center Performance
Customer support organizations often lack accurate information on what their customers are actually saying to them and rely on surveys or social posts to gather data. With speech analytics, brands now have a major opportunity to gain insight into what their customers are actually communicating to them during phone or video conversations. Speech analytics provide the ability to mine, analyze and understand conversations and to spot issues triggering specific customer behaviors. It offers a powerful tool to help companies stop customer defections and identify problem or service issues that triggered the call in the first place. Although most customer service applications track agent performance, they do not capture the customer’s real-time experience. Speech analytics fill this void and improve business performance and customer satisfaction.