Augment Your Quality Monitoring with Artificial Intelligence
Speech Analytics technology elevates quality monitoring of contact centers to a new level. Artificial Intelligence (AI) provides an organization with the ability to mine 100% of calls they receive, which can be extremely useful in a customer-focused industry. The technology automatically identifies and analyzes words and phrases spoken during agent-customer interactions, revealing conversational trends and topics, as well as business opportunities and gaps.
There are countless aspects of the customer experience that simply cannot be maximized only through only speech analytics. Tone, inflection, and cadence all make up the depth of emotional intelligence which are captured by a human monitoring the calls. Those moments when a person can read between the lines and detect the root cause of customer frustrations are invaluable. Integrating Speech Analytics into a Quality Monitoring program can provide a holistic approach to creating an inclusive, effective customer experience.
Improve Agent Performance, Compliance, and Productivity
Our solution combines these approaches to gain valuable insights that identify coaching opportunities and directly improve agent performance, compliance, productivity, and call-handling strategies.
With Speech Analytics, you can save important call highlights to share with your team, uncover trends in customer needs, gain product and competitor knowledge, and capture business insights to improve your contact center’s performance. Listen to pre-recorded calls, or read an automatically generated interaction transcript, to reveal information that can help you improve agent performance, reduce costs, and provide the optimal customer experience.
Close the Quality Gap with Coaching
The artificial intelligence of a high-quality speech analytics tool can accurately sift through thousands of conversations to identify and highlight keywords, phrases, or conversations. In the customer experience space, this means you’re able to quickly recognize, track, and elevate calls when necessary. These moments of immediate action provide insight into trends that can be targeted for coaching. Help agents bring their A-game no matter whether you’re sitting next to them or across the country with real-time and post-call coaching features.
Elevate your quality monitoring program with Speech Analytics
In a space where 86% of customers would pay for a better customer experience, monitoring the quality of the services you provide is vital. With an investment in a combined approach of AI and human intuition, you can connect what you discover from your customer experience department and apply it to other areas of your business. Only using speech analytics as a measurement of performance is self-limiting—quality monitoring data provides with a deeper set of analytics to gather meaningful insights that impact your business far beyond just the customer experience departments.
- View real-time, actionable contact metrics in a reporting dashboard.
- Review automatically generated transcripts and summaries for trends.
- Evaluate service performance to identify agent coaching and development opportunities.
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