How Can Call Centers Improve the Customer Experience? Speech Analytics for the Win!


It should come as no surprise that results from a recent Gartner study reveal that CMOs are increasingly being expected to prioritize the customer experience. In fact, the study shows that executing customer experience functionality across all customer touch points in the highest priority top management has for CMOs.

Due to rising customer expectations, call centers are feeling increasing pressure to look at ways to improve the customer experience. One of the most trusted ways of doing so is through speech analytics technologies. Here’s a closer look at a few of the key advantages speech analytics can provide in customer experience management:

Agent Performance Evaluation

Eighty percent respondents who participated in a recent study by Five9 say delivering a seamless and superior customer experience is their top priority. To provide customers with a positive experience, nearly the same number of participants (77%) hire and train high-quality agents.

But how can call centers monitor agent progress to identify top performers as well as those who may need additional coaching? Using speech analytics, managers can discover the root cause of customer calls – and work with agents to help resolve issues before they escalate. CallMiner’s EurekaLive allows supervisors and quality analysts to monitor in-progress calls for language and acoustic characteristics (i.e., escalation attempts, churn language, profanity, compliance scripts, or high emotion) and intervene when necessary. The end result is an improved experience for the customer and real-time feedback for the agent, which can benefit the agent’s performance over the long term.

Consistent Customer Experience Across Channels

With customers increasingly using multiple channels (calls, chat, email, social, etc.) to communicate with companies, it’s critical for agents to be able to provide a seamless customer experience across channels. However, efficiently collecting and analyzing data via multiple channels can prove challenging, especially with customers expecting quick, efficient responses to their concerns (studies show leading brands respond to customer queries via Twitter in under an hour!).

With multi-channel speech analytics in place, call center managers and supervisors can analyze every agent-to-customer interaction – regardless of the channel. Because it’s not uncommon for customers to use multiple channels to resolve a single issue, multi-channel analytics also analyzes linked interactions across channels, which creates a complete picture of the customer experience journey.

Recovery from Poor Customer Experience

Sometimes, even the most proficient and well-intentioned agents encounter wayward callers who may have already been escalated prior to the call beginning. In these instances, it’s up to call centers to determine how they can best salvage the customer experience, both satisfying the customer in the near term and retaining them over the long term.

As noted by CallMiner’s Craig Reines, speech analytics can “highlight customer dissatisfaction and system issues trends by mining variations of customer questions.” Such trend analysis can help managers and quality analysts determine what it is customers want – and identify the appropriate solutions.

Final Thoughts

In today’s customer-centric landscape, it’s critical for call centers to prioritize the customer experience at all times. Using call center technologies such as speech analytics is one way to ensure the customer experience is top of mind – at every stage of the customer journey.

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