It's (Past) Time to Get Serious About Speech Analytics | Analytics Blog

Information how you need it.

Interested? Monet offers exceptional videos that allow you to explore how we can help, at your own pace. Click below to select from a wide variety of quick, informative and self-paced videos that you can watch right now.

Watch a Demo

Quick, informative and self-paced videos you can watch right now.

Watch Now

No, thanks. Keep Reading.

Analytics

Learn how Speech Analytics and Desktop Analytics help you get more insights into contact center performance

It's (Past) Time to Get Serious About Speech Analytics

Posted: by:

By now, you’ve certainly heard of speech analytics. So for those that have not added this capability to your contact center, we would simply ask: Why not?

It’s a solution that will boost the operational efficiency of your contact center. It will help your agents quickly identify why customers are calling, resulting in faster resolutions and improved average handle time. Properly used, it will also reduce the number of calls and repeat calls.

This is particularly true if you are already using a workforce management solution. Together with speech analytics, you’ll be able to disseminate call center data and deliver analytics insights into the KPIs that matter most.

Today’s speech analytics software automates the search process for important words and phrases, and provides automated alerts when certain issues or opportunities arise. The faster these issues are addressed, the better the customer service.

Let’s face it – even the most qualified, experienced agents cannot mine each call for relevant data in real time. It’s simply more efficient to automate this practice so calls are instantly categorized by purpose and/or outcome, while the agent is clear to focus only on delivering a positive engagement. 
By combining the more precise capabilities of speech analytics, such as keyword spotting, with a more general review of how customers and agents speak with each other, a contact center is better equipped to proactively solve issues before they can impact the company.

Is it time for your contact center to discover the benefits of analytics?

Find out more about Monet Analytics

Comments are closed

A More Efficient Call Center in One Minute?

These are just some of the real-world benefits experienced after implementing Monet WFM software.

Watch Video