![]() Automated speech recognition, or ASR, capabilities recognize the spoken words agents and customers use, transcribe those words, and the speech analytics software can then use that data to automatically score performance. You can more easily judge your agent performance by implementing speech analytics solutions that automatically score all calls for compliance, KPIs, and performance. Sampling calls to review can keep you and your business unaware of the larger trends across the contact center that impact performance and everyone’s experiences. You might have some oversight over your contact center agents, but it’s hard to manually review every recorded call for quality management purposes. The right speech analytics platform can help businesses discover actions they can take to improve employee and customer experiences. Rather than keeping valuable customer – and employee performance – information siloed in individual calls, speech analytics can uncover key insights and detect trends across every call. Here are a few ways in which using speech analytics can transform your customer interactions: Take action on customer calls ![]() It’s true that more and more interactions are online, but for high value, important issues, talking to a human is often the preferred route making call recordings a major source of unsolicited customer feedback.ģ9% of consumers prefer to talk to someone on the phone to dispute a bill Try speech analytics with Qualtrics, now powered by Clarabridge Why is speech analytics important? Speech analytics software takes spoken word data in multiple languages and dialects and transcribes it into text for analysis. Speech Analytics is the process of extracting meaning from audio recordings and analyzing that data for relevant and meaningful business intelligence.
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