How many calls do you wager go in and out of your call center every day? As an enterprise organization, hopefully your answer to that question is less of a guess and more of an exact science. No matter your specific vertical, maintaining an intimate understanding of every voice interaction between customers and agents is integral for call centers to maximize revenue, retention rates, and customer security.
Customer experience is the driving force behind the most successful businesses these days. In fact, according to the 2017 Gartner Customer Experience in Marketing Survey, more than two-thirds of marketers compete largely based on CX alone.
When you think about good customer service, the mind more than likely goes to the hospitality industry. Oftentimes, that free upgrade to first class on a flight or a complimentary drink for an excessive wait at a restaurant can make all the difference between a shining recommendation or a scathing condemnation of your business. However, with the recent rise of eCommerce and multiple touch-point interaction, the concept of customer service has evolved into a greater beast, one that requires a skosh more attention than just offering free stuff in a crunch.
Create an Experience
According to the Harvard Business Review, historical evidence shows that companies have little to no control over their customer’s experience with their brand.
No two people are alike. More and more, it is critical to think about each individual customer as an isolated situation rather than developing a scenario or response that blankets your entire client base.
SPEECH ANALYTICS FOR THE CLOUD
It wasn’t so long ago that businesses were forced to manually score sales and customer service calls to unearth valuable keywords and sentiment data.