Using Speech Analytics to Maximize Your Service Levels
August 1, 2020
Reducing call lengths via improved processes and better agent coaching, reducing call volumes via self service improvements and automating agent work all lead to more efficient call handling that will maximize service level.
Speech Analytics and Natural Language Understanding techniques can pinpoint drivers of excessive talk time and silence, both of which present opportunities for process improvement and better agent training. Organizations can also use analytics tools to understand customer intent in calls that are short and transactional as these interactions can highlight opportunities for a self-service offering or digital channel enhancement. Finally, natural language generation can help teams reduce the amount of time that agents spend on post-call activities by automating call dispositioning and call summarization.
All of the best practices above will not only free up agent time in the contact center to maximize service levels but also present a huge financial benefit to an organization.
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About the Author:
Shorit Ghosh is the Vice President of North America Services at Clarabridge. Shorit manages a team of consulting managers, business consultants and technical architects to help his customers improve their own customer experience, increase revenue, and reduce cost and churn.