The evolving role of customer service representatives in today’s modern contact center
Learn more about how call centers have become omnichannel contact centers where customer needs are met through multiple channels, and AI-powered tools...
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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:
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
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CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.