Keep track of important KPIs
Speech analytics can help customer support teams to build up analysis on any number of customer interaction moments. It can be anything from customer happiness and average handling time to compliance breaches and supervisor escalations.
Speech analytics near-real-time feedback
Supervisors may provide agents customized feedback almost instantly due to quick analysis and complete call coverage.
Uncover any hidden inefficiency
Leadership can understand what’s impacting contact center KPIs and find inefficiencies by keeping an eye on them.
Supervisors and learning and development teams may create a personalized training session for agents using call data.
Enhance user experiences
Teams may look at the factors driving outstanding customer experiences and signs of negative ones using sentiment analysis, which can help them lower customer churn.
Boosts call coverage significantly
Historically, call center QA teams check 2-4 calls per agent each month. Organizations may analyze all voice calls using speech analytics.