Top Trends in Speech Analytics

Companies are starting to acclimatize to remote work, and the new realities brought about by COVID-19.

Fremont, CA: In terms of total occupancy, the industry has steadied over the last month. Call volume has decreased marginally in some contact centers while increasing in others. Companies are starting to acclimatize to remote work, and the new realities brought about by COVID-19.

Contact center managers and customer experience (CX) executives will need to listen to the customer's voice to determine which personnel need to be improved and coached. They must also collect signals throughout the client journey that might lead to operational improvements and the capacity to create seamless experiences.

Let's see some of the points to keep in mind when considering speech technology:

Quality Transcription Means Quality Data

Transcription quality should be consistent straight out of the box, and the technology partner should ensure that users have pre-defined and installed custom languages and topic lexicons. It can save the user a lot of time fine-tuning. Users should also verify that call transcriptions can get imported into other solutions, which will add value to the existing tech stack and create a seamless workflow for action visibility.

The Power to Understand and Predict

AI can assist users in swiftly comprehending complex data in ways that go far beyond simply comprehending hot subjects. It gives agents more opportunities to see which topics are causing negative or good customer impact and teaches them how to alleviate customer suffering to enhance satisfaction. Speech solutions should include acoustic analytics to detect silence periods, over speak, and vocal emotion, in addition to conversation transcription and text analytics.

Future Proof Your Business

Consider one's needs now, but remain flexible in the overall approach. If users acquire speech analytics on a per-seat basis, users risk having a call center and remote staff. Users must be able to flex up and down quickly. Similarly, even if demand is stable, users may have a wider variety of shifts and a larger number of staff, so devise a strategy that maximizes occupancy and productivity. Additionally, ensure that the chosen technology partner has an agile and significant roadmap to expand with the business.