How to Use Speech Analytics to Maximize Business Performance
Speech analytics is the process of converting contact center conversations into text, analyzing that data, and gathering insights into customer interactions. When set up correctly, it can be a powerful source of information for driving highly actionable insights that benefit the organization in tactical and strategic ways. As an organization matures in its use of speech analytics, it will go through a progression of integrating speech analytics into its overall analytics practice. The above four areas represent that progression in order of increasing complexity. Let’s take a closer look at each of these areas.
Compliance & Script Adherence Monitoring
Call centers are required by law to act in compliance with the rules defined for their industry. Failure to do so can result in stiff fines for the company. Speech analytics makes it easy to monitor for compliance by making it possible to analyze the full text transcripts of all calls. While all speech analytics tools allow for analysis of the full text transcription, tools such as …Read the full article