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Contact Center Leaders and Customer Experience (CX) Executives will need the ability to listen to the customer's voice to understand which staff needs improvement and coaching.
Fremont, CA: Over the past month, the industry has stabilised from an overall occupancy perspective. Companies have begun to adjust to remote work and the new realities brought about by COVID-19. Call volume decreased slightly across contact centres in some vertical locations, but increased in others.
Contact Center Leaders and Customer Experience (CX) Executives will need the ability to listen to the customer's voice to understand which staff needs improvement and coaching. They must also capture signals throughout the entire customer journey that can lead to operational improvements and the ability to deliver seamless experience.
With AI-driven speech analytics, we can now unlock the signals in each call to allow organisations to have a single view of customer experience and the ability to drive rapid efficiencies and increased performance within the call centre.If you're looking for new ways to understand your customers on a larger scale and improve your end-to-end customer experience, speech analytics is a excellent solution.
Transcription quality should be reliable right out of the box, and your technology partner should ensure that you have custom languages and theme lexicons predefined and installed. This can save you a lot of hours of personal tuning.You should also ensure that you can import call transcriptions into other solutions that add value to your existing tech stack and create a seamless workflow for visibility of action.
AI can help you quickly understand complex data in ways that are far deeper than just understanding trending themes. In addition to transcription dialogue and text analytics, speech solutions should also provide acoustic analytics to detect silent time, speech and vocal emotions.This enables more ways to see which issues drive negative or positive customer impacts and helps agents learn how to deal with customer pain in a way that increases satisfaction.
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