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Speech analytics has the potential to revolutionise how a contact centre manager monitors and improves staff performance, particularly in the areas of coaching, conflict resolution and up-selling. There are several key factors which should be considered in order to ensure that a company invests in a solution that allows them to effectively utilise the information gathered using speech analytics software.
Firstly, as obvious as it sounds, the solution needs to offer a high level of accuracy. The software selected should have a high recognition rate that can effectively measure the level of emotion of the caller and the agent. It is also vitally important to select a solution that offers speech analytics in real time. Those solutions that analyse calls retrospectively are only able to identify problems once the caller has left the system, by which point they may already have decided to purchase from a rival supplier.
Analysing calls in real time means that the speech analytics algorithm is running in the background, detecting words or phrases and changes in emotions. This means that any customer grievances can be flagged to a supervisor and resolved on the spot, helping to achieve first-call resolution and increase overall customer satisfaction.
Real-time speech analytics also enables contact centres to maximise any selling opportunities. By analysing in real time, supervisors can make use of whisper functions, either to advise agents how to finalise a sale, or to offer guidance through a difficult call.
In the most severe cases, an alert can be sent to a supervisor to intervene in a difficult call to resolve the situation. Finally, it is important to consider the ease of the product configuration as this will have considerable bearing on the cost effectiveness of the solution. By choosing a solution that can be configured by individuals within the contact centre, companies are able to cut down on administration costs, as well as making it easier to react to ever changing business circumstances.
Dave Paulding, Interactive Intelligence www. Speech analytics is a powerful tool that can fix, automate and improve many business processes within the contact centre and the wider organisation. However, all speech analytics solutions are not equal, and there are many considerations that will influence choosing the right one. The solution should be proven, easy to use, integrate with existing recording technology, capable of being deployed on-premise, or hosted and offer real-time analysis and decisioning.
However, the over-arching question that should be asked is: What do you want to achieve by using speech analytics? So, whilst speech analytics is an excellent tool for revealing the decisive moments in these interactions, it is important to note that today customers are contacting service providers through an ever growing number of communication channels, ranging from the telephone, web, SMS, email and IM, through to social media and mobile apps.
So when a customer is on the phone with an agent, it is just one stop in their interaction journey which spanned different channels. Our team of writers is comprised of people with necessary academic writing skills and experience in various fields of study. Read more about our writers. Buy Speech Apart from the routine curricular activities, extracurricular ones are also needed a lot to keep students going through their academic life.
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How buying a sample speech from Ultius can help you with writing your own Buying a sample speech can help save time by organizing all of your talking points A speech is a document that provides a written template for a speaker to follow when addressing an audience.5/5.
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