Speech Analytics Solves Contact Center Quality Assessment Challenges

In an age when most companies communicate with customers over the phone, through the Web, and by e-mail and chat, it’s absolutely pertinent for enterprise decision-makers to gauge how well their contact center is performing, and accurately measure the quality of customers’ experiences. More often than not, this window of opportunity is discovered through the “voice of the customer” and interactions between customer and agent.

Founded by UTOPY (News - Alert) only a decade ago, speech analytics is the technology used by customer-centric organizations to improve their customer experience and loyalty, revenue achievement, and contact center performance by analyzing customer interactions over multiple channels. Since its beginnings, speech analytics has evolved to deliver end-to-end analysis of the entire customer interaction and feedback lifecycle, regardless of the mode of communication performed by the customer.

When it comes to solving challenges presented by contact center quality assessment, such as criteria objectivity and sample size, speech analytics is proven to be a perfect formula. Not only can this technology automatically evaluate every single interaction an agent has with a customer and thus boost sample size to 100 percent, but it also uses standardized definitions to determine behaviors that can be objectively identified in terms of what agents actually say during calls.

Harnessing all customer business and agent interaction data, speech analytics analyzes customer behaviors and agent skills in conjunction with key performance indicators to provide recommendations, management tools and applications to enhance business on every level, whether it’s responding to customer needs, reshaping processes, and delivering new training to call center agents.

To learn more about the advantages of speech analytics and how this technology was used by two different companies to improve call quality assessment precision, UTOPY will be hosting a webinar entitled “Using Speech Analytics to Improve Contact Center Quality Measurement,” on Thursday, Dec. 1, 11 a.m. PT/2 p.m. ET. Don’t miss out; register now!

Tammy Wolf is a TMCnet web editor. She covers a wide range of topics, including IP communications and information technology. To read more of her articles, please visit her columnist page.

Edited by Carrie Schmelkin