25 tips for optimizing your contact center's QA practices
Quality assurance does more than ensure regulatory compliance, it helps contact centers deliver the best outcomes for customers. Read our blog for tip...
April 03, 2014
This is a guest post by Angela Stringfellow. Angela Stringfellow is a professional writer whose work has been featured at numerous publications including Intuit.com, Amex Open Forum, and many more.
In today’s digital era, customers are increasingly relying on newer communications channels such as social media, email, and live chat in order to interact with companies. Aberdeen research shows, despite the rapid growth of communications channels and technology tools, the role and importance of voice conversations remains critical to delivering a positive customer experience. In fact, Aberdeen’s October 2013 Multi-Channel Contact Center report reveals that voice interactions are an integral part of customer care programs within 94% of businesses.
For performance marketers, the contact center plays a crucial role because the information contained in customer conversations can be used to more effectively target and promote marketing programs (as well as identify new sales opportunities). Here are a few ways speech analytics can be used to improve agent performance in sales-based call centers:
In our upcoming webinar, Molly Sollie, Quality Assurance Manager at Defender Direct, will address how her team has implemented speech analytics to measure and improve sales effectiveness and agent ownership.
Speech analytics can empower performance marketers to not only improve agent effectiveness in sales-based contact centers, but ultimately deliver a positive customer experience. In this day and age, where customers will readily switch companies unless they get the experience they want, forward-thinking companies know they need to find a way to make themselves stand apart from the competition.
Image Credit: ©iStockphoto.com/ kzenon
Learn how to increasing technical sales & compliance with speech analytics