The contact center uses familiar benchmarks to determine if a call, chat or email is successful or not. Call metrics such as net promoter score (NPS), handle time, and amount of silence are correlated with positive or negative outcomes.
However, insights from speech analytics technology prove that these metrics only tell part of the story. What’s missing? Context — and it’s the essential ingredient to getting the customer experience recipe right.
Without context, companies can miss out on what’s really going on. Calls may be longer because there’s more engaging conversation. Silence may ensue because a customer is looking for a credit card to renew a service.
The industry doesn’t need standardized benchmarks — it needs actionable insights. With speech analytics, metrics that portray real meaning can be measured to discover the actual ingredients to a successful call.