Speech Analytics

The voice of the customer is a powerful resource that can provide great value, but only if you know how to mine it for information.

Speech Analytics is a powerful analytics tool that takes the recorded voice data from both your agent and the customer, structures it based on customized criteria set by your organization, and provides unprecedented feedback on what transpires within each agent-customer interaction.

The data mined from Speech Analytics can be used to:

  • Coach and guide agent behavior
  • Conduct root-cause analyses
  • Respond to changes in market conditions
  • Develop and implement strategic changes to support organizational objectives

Speech Analytics is the key to unlocking hidden insights for improved customer satisfaction and loyalty, greater operational efficiency, and better agent performance. When coupled with a rigorous Quality Monitoring (QM) program, Speech Analytics can be used to shape agent behavior and dramatically impact your bottom line.

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