Speech analytics solutions can have a tremendous impact on your contact centre efficiency, quality and compliance.
By listening to and analysing every word spoken during customer service interactions, you can find places where agents are struggling, topics that cause the most customer frustration and customers who may be likely to abandon your brand.
But why wait until the calls are complete to gain these insights?Real-time Speech Analytics analyses the words spoken on a call in real-time, providing valuable insights to the agent that they can act on immediately.
Real-time Speech Analytics can deliver:
Contextual Knowledge: provide relevant information to agents without searching.
Compliance Reminders: remind an agent to say specific, required text based on the situation.
Discover Potential Churn: pinpoint a customer’s frustration and provide agents with the ability to offer the customer something extra.
In this brief video, we cover a few examples of how Real-Time Speech Analytics can help your organisation deliver the benefits mentioned above—and how you can simplify, modernise and automate your interactions to deliver an enhanced customer experience.
Check out the video.