Let’s face it: In today’s marketplace, the consumer is in the driver’s seat. What this means for businesses looking to remain in good standing with customers is that it’s critical to provide exceptional customer service.
But the question is: How?
With speech analytics in place, companies can determine agent training and coaching opportunities, uncover customer preferences and pain points, and proactively identify business process issues. The end result? Improved agent performance, which leads to a better customer experience overall.
To get started with speech analytics, it’s important to develop an understanding of core speech analytics capabilities, ask the right questions when evaluating the software, and quickly move from installation to implementation of the technology.
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This post originally appeared on CallMiner.