Workforce Management Featured Article
Why Speech Analytics Aren't Optional
Data is the most valuable commodity is business today. Without question, firms leveraging data and analytics are gaining competitive advantage as the results. A picture may be worth a thousand words, but numbers never lie. And numbers are leading industry into the digital age.
In the contact center, speech analytics are invaluable. For firms not embracing this future-forward approach the ignorance is certainly not bliss. Let’s review some of the things your business is missing out on by not utilizing speech analytics.
First and foremost, the contact center receives improved customer insight. Analytics empower agents with more data on the customer, enabling better customer service. A speech analytics tool will deliver reaction to word choice, topic patterns and other verbal cues to allow an agent to serve more proactively.
Due to improved customer service, speech analytics lower customer churn. Research highlights that a 10 percent boost in customer retention adds up to a 30 percent increase in company value. Point blank, speech analytics delivers exceptional value by gathering information from every call.
In receiving improved insight into customer reactions, call center management can help tweak scripts to remove what’s not working and develop a successful script for agents.
Another point of note worth mentioning is the upsell opportunities speech analytics offer. Some agents may notice, most won’t but with speech analytics in place every agent will be guided toward taking advantage of these opportunities.
The question isn’t if, it is when in regard to speech analytics. In today’s data driven world analytics are not optional.
Edited by Maurice Nagle
