When it comes to the call center industry, there has been a move over the last few years to improve customer service in order to generate better revenues. The problem is that while companies understand they need to offer top notch customer service, just how to do that can be a big of a quandary. The ability to offer better customer service is made more difficult when you take into account that managers are not always going to have the time to monitor every single call and every single operator.
One company, known as Cogtio thinks it has come up with a way to lessen the burden on call center managers while still giving companies the ability to have better control over the success of phone calls and how the company’s operators handle those calls. Cogito is offering voice-analysis software that gives real time feedback of how well a customer service operator is sticking to the simple rules that lead to success when it comes to customer engagement and customer happiness on their calls.
Not only can this software tell a user how the calls are going, but it can also suggest changes that will improve the quality of the call when it comes to dialog. Testing of the software has been done in a number of different fields, including detecting and monitoring psychological disorders among people in the military. Now the testing phase is over and the company is rolling out this solution to the business world.
“America’s largest companies have wrung all the costs they can out of their customer care organizations,” Cogito co-founder and CEO Joshua Feast recently told Xconomy. “And now they’re really viewing improving customer experience as one of their number-one strategic priorities.”
Feast went on to say the software is built to recognize and tag (News - Alert) things as subtle as the tone of voice of an operator and how that could be misconstrued then offer ways to change that behavior. Cogito believes that more than three-fourths of customer interaction happens on the telephone, despite the move to other channels. That’s why this kind of voice analysis software is still very important.
Edited by Maurice Nagle