Why Real-Time Speech Analytics Is Critical to Your Contact Centre


Imagine a virtual coach that helps your agents say exactly the right things, in the right way, on every call, and respond correctly to your customers in any given situation.

Imagine how this would help you increase customer satisfaction, maximise business opportunities, boost your employees’ motivation, and strengthen your relationship with your customers.

Real-time speech analytics can be used to ensure customers reach the right agent as well as to provide agents with the most relevant information to answer queries and ensure customer satisfaction remains high.

Real-time information is necessary to improve interactions as customers switch between channels and support calls become more complex. Customers typically try to resolve their issues online or in self-service before contacting an organisation; phone calls are spurred by important or highly personal issues they cannot resolve themselves. At this point in their journeys, customers want to speak with knowledgeable agents that can help them efficiently. And agents would benefit from historical context about the customer so that they can quickly guide them through their problem. Enterprises should implement real-time tools to ensure that agents and customers get the information they need at the right time, in every channel, leading to higher satisfaction ratings and increased loyalty.

Agents need adaptable guidance and updated information; they will benefit from trending issues from social media, regular product updates and a list of current topics that customers are calling about. Using this real-time knowledge, agents can tailor their support answers to customers and improve first contact resolution rates. Managers will also be able to put rules in place that change scripts based on speech cues so that they become more relevant to individual agent conversations.

The need for faster access to customer data has led to improvements in speech analytics tools. Faster processing, more accurate recognition and lower storage costs now mean that customer calls can be analysed in real time alongside text-based interactions.

Enterprises are able to use this technology in a number of ways: to ensure that agents meet compliance needs, to send manager alerts and to create contextual updates or process changes that benefit departments outside the contact centre. Enterprises should implement real-time speech analytics alongside existing analytics tools in order to deliver a better service to their customers.

Register for our event, Voice of the Customer – Voice of the Contact Centre, to gain more valuable insights.

This blog post has been re-published by kind permission of IP Integration – View the original post

Published On: 31st Aug 2016 - Last modified: 6th Feb 2019
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