Ralph G. Nichols once said, “The most basic of all human needs is the need to understand and be understood. The best way to understand people is to listen to them.” Contact centers can exist only if they do this well, for customer conversations (if analyzed properly) are veritable gold mines that provide valuable insights – but, do the traditional methods of analysis allow that to happen? Not really; that’s why speech analytics is important.

Sean Murphy, director of product marketing at Genesys (News - Alert), advocates his company’s speech analytics solution and reveals how it can help overcome contact center challenges and improve agent performance.

So, what’s wrong with the traditional processes? For starters, they are tedious and laborious, and rely on subjective human assessment, which is based on small samples of calls. And, with “multi-channelism” growing by leaps and bounds, analysis of conversations has only grown in complexity.

Murphy says that the answer then necessarily lies in speech analytics.

This is where Genesys has a distinct advantage. Its speech and text analytics solution automatically classifies and monitors 100 percent of calls, and analyzes individual agent skills during each customer conversation. Thus it gives managers a 360-degree view of service levels delivered by all agents at all times.

Speech Analytics eliminates manual processes and small sample sizes, and provides increased insight so that managers at contact centers can automatically identify key issues that hinder agent performance. Managers are also empowered to assess whether each agent uses the skills that were taught and practiced during training, coaching and self-learning sessions.

By identifying where the missing parts lie, contact centers can refocus on imparting quality training programs for both agents and management. The Genesys solution, in addition to offering actionable analytics across any channel, is positioned to provide quality coaching programs too.

Speech analytics can thus maximize operational efficiency and reduce cost, improve the customer experience by maximizing first call resolution, identify the root causes of issues and improve agent skills, and at the same time ensure that the company’s ROI increases.