with the increase Beyond customer communication channels—voice, email, live chat, and social media—contact centers often find they’re swimming in customer data. So the question is: how do companies use all that data to deliver the kind of experience customers are looking to have?
conversation analysis and voice analysis software is a solution. This is because this type of technology allows organizations to search for specific linguistic patterns that influence business metrics, leading to improved Customer experience in general.
Let’s take a look at the importance and impact of conversation analytics software across all areas of the business.
Conversation analytics – not just for the contact center
One of the main benefits of speech and voice analytics technology is its ability to uncover the root cause of customer concerns or problems, which translates to a host of positive results: increased customer satisfaction and increased sales are just two. In fact, according to recent PWC research, one in three customers would walk away from a brand they love after just one bad experience. On the other hand, organizations that provide great customer experiences can charge a 16% premium to their customers while maintaining customer loyalty.
The customer experience, of course, extends beyond contact center interactions and encompasses the entire customer journey. So every interaction, at every touch point, on every channel contributes to the overall customer experience with your brand. There may be problems with field service agents, problems with products, or complaints related to company processes.
When you can understand what’s going on in every customer interaction, you can more effectively identify issues, gaps, and areas for improvement—from agent performance to better products or services. The result is improved performance in all departments of the organization, as well as a better overall customer experience.
A Closer Look at Organization-Wide Conversation Analytics
Let’s say, for example, that conversation analysis and voice analysis software have identified that sales campaigns have not met customer expectations. How can the sales department take advantage of that information to drive more effective campaigns?
For performance marketers who rely on customer conversations to effectively target and promote marketing programs, identify new sales opportunities, and drive company revenue, conversation analytics can be the lynchpin in improving sales performance. agent performance.
With conversation analytics technology in place, supervisors receive immediate performance feedback that can help them determine where agents are excelling and where they may need additional training. Having this data on hand allows managers to implement training programs to hone best practices and improve overall sales effectiveness.
Having this data on hand allows managers to implement training programs to hone best practices and improve overall sales effectiveness.
But that’s just one example of evangelizing conversation analytics capabilities across the organization. Companies are also leveraging conversation intelligence to improve business performance, drive product innovation, detect fraud, increase compliance and reduce risk, manage their brand experience and reputation, understand customer expectations, and more. .
To read more examples and learn more, download CallMiner’s report on Drive business improvement with conversation.
Also, watch out for the next episode of TechCentral’s TCS+ technology show, where CallMiner VP International Frank Sherlock explores the importance of data in driving business improvements..
- Read more CallMiner articles on TechCentral
- This promoted content was paid for by the interested party