Key Trends in Speech Analytics

Transcription quality should be accurate right out of the box, and your technology partner should ensure that you have personalised languages and theme lexicons predefined and mounted.

Fremont, CA:The concept of transparency has also been adopted by the GDPR. Organizations are accountable and must be able to show conformity with the main concepts of data processing. Compliance with these principles is key to good data protection practises, and failure to comply with these principles can expose organisations to reputational risk as well as significant fines.

Call Center Leaders and Customer Experience (CX) Executives will need the opportunity to listen to the customer's voice and understand which workers need development and coaching. They will need to capture signals throughout the entire customer journey that can lead to organisational changes and the ability to offer smooth service.

Speech Analytics, the Real Game Changer

With AI-driven speech analytics, we can now activate the signals in each call to allow companies to have a single view of customer experience and the ability to achieve rapid efficiencies and improved efficiency within the call centre.

If you're looking for innovative ways to understand your customers on a wider scale and boost end-to-end customer experience, speech analytics is a perfect solution.

There are two key factors to observe while considering speech technology: 

• Quality Transcription Means Quality Data: Transcription quality should be accurate right out of the box, and your technology partner should ensure that you have personalised languages and theme lexicons predefined and mounted. This will save you a lot of hours of personal tuning. You can also ensure that you can import call transcriptions into other solutions that add value to your current software stack and create a streamlined workflow for visibility of action.

• The Ability to Interpret and Predict: AI can help you easily understand complicated data in ways that are much deeper than just understanding trending themes. In addition to transcription dialogue and text analytics, speech solutions can also include acoustic analytics to identify silent time, speech and vocal emotions. This allows more ways to see which problems drive negative or positive customer impacts and helps agents learn how to deal with customer pain in a way that improves satisfaction.