Missing Insights? Voice Data Health And The Contact Center

Posted by Alissa Pagels-Minor on Oct 11, 2019 1:50:58 PM

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Data drives insights, and insights drive business. If your company has a contact center, it’s likely that standard KPIs  like agent performance and call times are metrics being tracked. These KPIs help managers improve agent performance, customer experience, and operations costs. But for most enterprises, the data insights stop there.

Contact centers are receiving a daily flow of customer-centric data, only to use a fraction of it. The average contact center handles around massive volumes of calls per day, yet the majority are only monitoring 2-4 calls per agent per month. So many minutes of information about customer satisfaction, product issues, overall brand sentiment, and more are being left on the table.

Data-driven enterprises have started to utilize recorded call data across all internal organizations for improved outcomes based on analytics. Accessible data is a key factor in most digital transformation strategies, but if the voice data from your contact center isn’t in a healthy state, it could mean missed insights and misinformed decisions.

Voice Data Health Considerations:

  1. Accessibility: Are your call recordings available for analytics or locked in a recording system?
  2. Quality: Are your calls recorded in mono or stereo? Compressed or uncompressed?
  3. Organization: Are your calls being tagged with metadata to enable reliable analytics?
  4. Sensitive Data: Do your stored calls have PCI or PII information? i.e. are your stored recordings secure and PCI compliant?

These are just three of the many factors that affect the condition of your voice data. We want to know how many organizations have healthy data, and how many are struggling to extract insights. To do this, we developed a short survey to assess voice data quality. How does your voice data score?

5 MIN SURVEY

By participating in the survey, you’ll receive a full report of our findings.  We will be publishing the results―data will be anonymized for privacy―to get a better understanding of where companies  stand when it comes to recorded call analytics. 

At VoiceBase, we believe Voice Analytics drive significant value not only for the contact center, but for the entire enterprise. Customer conversational analytics can drive your digital transformation across your entire organization, but only with healthy voice data to start the process. 

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Topics: call center, agent monitoring, Call Center Analytics, call analytics, call recording, contact center, customer analytics, Automated Insights, BI Tools

Written by Alissa Pagels-Minor

Alissa leads Digital Marketing at VoiceBase, combining her background in Advertising and Design with her passion for educating and connecting customers with solutions.
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VoiceBase is defining the future of deep learning and communications by providing unparalleled access to spoken information for businesses to make better decisions. With flexible APIs developers and enterprises build scalable solutions with VoiceBase by embedding speech-to-text, speech analytics, and predictive analytics capabilities into any big voice application. 

 

 

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