Is speech analytics benefiting your live agents?
Speech Analytics is currently among the most exciting technologies in the contact centre and customer experience landscape. A crucial component in the push to bring more data and intelligence to the CX environment, speech analytics helps businesses to gain a better understanding of the voice of the customer. With the right tools, you can instantly evaluate thousands of recordings, discovering the key to loyalty, brand growth, and higher profit margins.
Built into the customer service environment, speech analytics and improve the efficiency of the CX landscape, reduce the number of hand-offs from one department to another, and more. Analytics can also offer insights into customer sentiment and the core reasons for brand loyalty.
One of the most overlooked benefits of speech analytics, however, is its ability to support live agents.
How Speech Analytics Supports Live Agents
Companies often talk about the impact that speech analytics can have on their view of the customer journey and their ability to outshine the competition. But it’s easy to overlook how in-depth evaluations can give superpowers to live agents.
In a world of AI and bots, live agents are still some of the most important assets for your company. They’re there when customers need empathy, creativity, and insight from a business. However, live agents have limitations that can make their roles more stressful, like the inability to sort through thousands of data points in seconds. Speech analytics can support live agents by:
- Offering instant insights: An analytics system could determine which customer was calling in a split second after listening to a few words of an initial conversation and pull up CRM data for an agent. This immediately helps to personalize the conversation. Speech analytics can also offer AI-enhanced advice on handling issues based on customer responses to previous solutions in the past
- Real-time evaluation and support: During a customer conversation, speech analytics systems can detect the sentiment of a customer, and advise agents on when the conversation might be going south. The same solutions can even alert supervisors and managers when agents need help dealing with a complex issue
- Identifying new opportunities: Using historical data and information on cross-selling and upselling opportunities, speech analytics can detect the perfect point for an agent to offer a new deal or product in a call. Something as simple as a string of keywords recognised by an AI system could highlight an opportunity
- Optimise messaging: Speech analytics can immediately identify the kind of customer each agent is dealing with and offer messaging suggestions intended to improve relationships with clients and reduce potential churn
Improving Operations with Speech Analytics
The right speech analytics tools provide your company with an opportunity to increase sales conversion rates and business outcomes through access to better information and guidance. Whether analysing the sentiment in a customer’s voice or detecting keywords that inspire screen pops of valuable information, speech analytics empower your team members.
