A recent Whitepaper from Sabio, written by Daniel Stimpson, head of workforce optimization solutions at Sabio, titled “How speech analytics has evolved to become an essential component of today’s best practice customer engagement strategies,” takes a look at how speech analytics has evolved to become an essential component of today’s best-practice customer engagement strategies.
Over the past few years we have seen a shift geared toward providing a good customer experience. If you think about it, the customer experience is really nothing more than the company delivering on a promise that it has made to their customers. The question to ask is how many companies actually follow through?
In the past, when you had a bad customer experience, you did not really have any recourse. However, now with the power of social media, a large number of people can be reached. According to Sabio’s Whitepaper, this is why we’re now seeing a renewed focus on analytics technologies that can help organizations to make sense of the unstructured information that’s contained within the millions of customer voice interactions taking place each day.
Several research firms that include DGM Research, Gartner (News - Alert) and Ovum recognize that there will be significant growth in contact center analytics, with a focus on speech analytics. There is definitely a rise in the need for real-time and predictive capabilities if companies want to be able to provide that good customer experience that they are after.
As speech analytics and real-time monitoring continues to evolve, it will become a more prominent resource for call centers. This is the type of tool that can be used to get a better understanding of the customer, while at the same time provide staff training designed to better help the customer. The ultimate result is optimization in the workforce.
Being able to categorize calls with the ability to form themes and conversation triggers will go a long way in being able to grasp a concise and more complete picture of customer concerns. Including speech analytics as one of the many useful tools can give anyone taking the call a better understanding of what their customers are saying, in addition to how they feel about it. The overall effect is the ability to provide a good customer experience.