With Speech Analytics as part of your operations, you can adopt an analytical approach to your contact center by:
- Analyzing your agents’ attitudes towards customers through examining forbidden words or emotional and acoustic parameters.
- Measuring your customers’ real satisfaction or dissatisfaction during each call.
- Analyzing your rivals by the valuable insights that can come in calls from your customers.
- Understanding your customers’ needs by providing actionable information about them.
- Measuring your service quality with manual and automatic evaluation modules.
- Evaluating campaign feedback.
… and that is just the beginning!