Speech Analytics tools can be used to evaluate all of the calls going in and out of a call center for important customer experience (CX) insights. If you’ve ever called a 1-800 number, you probably know how a great experience during that call can affect your opinion of the brand and whether you will continue doing business with them. Better CX is proven to be linked to overall profit, so modern organizations look for ways to track and optimize CX across the entire enterprise. Research shows that increasing customer retention by a mere 5% can result in a profit gain of 25%-95%!
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.
APRIL 25 & 26. SAN FRANCISCO, CAOPENTALK Summit
FREE WEBINAR! MAY 18th, 11am PT
In today's always on, always-connected world, context is emerging as the new king when it comes to customer interactions.