Lowering operational costs and improving return-on-investments (ROI) are top of mind for most enterprises with a contact center. Historically, accessing the wealth of customer interaction data resulting from customer interactions across the entire organization has been a challenge.
Listening to the true Voice of the Customer (VoC) has never been as critical and demanding as it is today. As each consumer’s needs are different, understanding each one is vital to providing a great customer experience (CX). Creating powerful customer experiences requires your team to track and analyze every single conversation. As a result, more and more contact centers are heavily investing in tools to monitor the Voice of the Customer to help them keep up with high demands, expectations, increase sales and customer loyalty.
Optimizing With Voice Analytics
'Tis the season for making sure your customers get the support they need, any time they need it. The holidays are here, and it's go time. Online sales alone are expected to reach over $140 billion dollars over the course of the next two months, and your call center will become the first line of defense for your product.
"I showcased one of the dashboards at the end of my executive track of what data literate teams could look like - that companies can move beyond literal reporting to a place that becomes transformative to their business. It resonated." -Bridget Cogley, Tableau Zenmaster
VoiceBase Expands Beyond Voice, Offering Text Analytics, Introduces VoiceBase Online and Enterprise Accelerator. This release provided organizations omni-channel views of their customers and unparalleled flexibility and speed in deployments.
As we head to Las Vegas for Tableau Conference 2019 next week, I was reflecting on how I have attended prior conferences as a prospective customer, as a customer, as a Tableau employee, and now as a Tableau partner. The conference means many things to many people, but one common denominator is the amazing community.
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.
Marketers and agencies are under constant pressure to prove ROI. But tracking your digital ads are difficult if you have no way to tell which ads drove calls and resulted in sales. Speech analytics allow marketers to connect the dots and follow the customer through the funnel in order to make smarter decisions about ad spending.
Why should you use a business intelligence (BI) tool? Because big data is everywhere, and you need a reliable way to distill and consume that information effectively. Put simply, a BI tool is a type of application software designed to retrieve, analyze, transform, and report data for enterprises.
Since the 1960s, business intelligence has been evolving alongside the technology it accompanies, and when in use, it provides a holistic and comprehensive view of your business data. These tools, such as Tableau, can extract information gathered from your business’ designated data warehouse to provide targeted intelligence in a timely manner, and improve the decision-making process.
Whether they realize it or not, every department is collecting data on a daily basis. VoiceBase helps these businesses gain a better understanding of their customer’s wants, needs, and concerns by automatically transcribing, analyzing and predicting events within customer data using AI-powered speech analytics.
Without a BI tool, all of this insightful data is just sitting there–unorganized and under-utilized. Unstructured data is not only a huge problem, but a growing liability, with Gartner estimating that as much as 80% of the world’s data is unorganized. “We found that while 74% of firms say they want to be ‘data-driven,’ only 29% say they are good at connecting analytics to action. That is the problem,” says Brian Hopkins, VP Principal Analyst at Forrester Research Inc. It’s time to connect the dots, and implement a business intelligence tool. Here’s five benefits to using a BI tool with your speech analytics efforts.
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%!