Speech Analytics
Recording customer interactions can certainly help to improve customer service levels, but organisations looking to identify trends in calls are looking to Speech and Data Analytics tools to mine their recording database. Speech Analytics can raise specific issues from individual emotional calls that need to be acted upon appropriately, to repetition of competitor activity that could threaten customer churn.
The application of Speech Analytics within the contact centre is broad. It can turn recorded data from all contact channels into intelligent information that can help your organisation improve customer service.
Key benefits
- Improved customer service levels
- Increased customer retention
- Ability to respond to competitive threats quickly
- More effective agent coaching using real recorded scenarios
- Reduced agent attrition
- Reduced training costs and faster agent ramp up time
- Reduced average call handling time
- Gives a competitive edge
- Reduce ongoing costs
- Fast ROI (return on investment)
How can Sabio help you?
Sabio’s extensive knowledge and skills in WFO techniques and speech applications within the customer contact environment gives Sabio the edge when deploying Speech Analytics in your contact centre. Sabio works with you to define the Speech Analytics requirements to meet your business needs to ensure that you see a fast return on your investment. Sabio will continue to provide ongoing support of both the system and its application in the contact centre.
