Call center service providers equipped with speech analytics capability cannot only fathom, translate speech into text but also can gauge customer stress and appeasement levels. You can also know more about call center voice analytics online.
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This article attempts to highlight the significance of speech analytics software in today's business landscape:
Opening/Closing Scripts: It enables to determine the preeminent ways that call center agents should adhere to and report if the set protocols are not being satiated at the agent's end. In addition to this, it suggests the words and phrases that agents should not say while interacting with the customer.
Customer Satisfaction/Dissatisfaction: Here comes the power of speech analytics, which allows organizations to track customer satisfaction levels. The role of data scientists shares the frame that applies their intelligence and specifies words and phrases that express customer satisfaction/dissatisfaction level.
Agent Performance: Are your agents giving their 100% to address your customer queries/feedback? Maybe? Not Sure? Don't panic! Again, this is one of the incredible attributes, which speech analytics software is ingrained with.
It allows you to keep a check on your agents' performance and analyze what they are up to. This, in turn, will help you to make a better strategy that complements your customers' satisfaction criteria in a coherent manner.
Note: The benefits of a speech analytics platform do not end here. However, I will elucidate the other beneficial aspects in my next post. Keep reading!
