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Speech analytics in the contact centre
Originally, we know language analysis from linguistics, philosophy or psychology. In these areas, the focus is on the means of language used, the style of language, statements or the personality of the speaker.
This is exactly what the use of a speech analytics solution in the call centre is about. Whether in writing via chat and e-mail or verbally in communication with an employee or a voicebot, language is essential for our communication.
And so it is important to find the right words. Of course, greetings or conversation guidelines should be followed, but it is much more important to adhere to the legal regulations, to obtain opt-ins and to make the sale on the phone "safe".
Originally, we know language analysis from linguistics, philosophy or psychology. In these areas, the focus is on the means of language used, the style of language, statements or the personality of the speaker.
This is exactly what the use of a speech analytics solution in the call centre is about. Whether in writing via chat and e-mail or verbally in communication with an employee or a voicebot, language is essential for our communication.
And so it is important to find the right words. Of course, greetings or conversation guidelines should be followed, but it is much more important to adhere to the legal regulations, to obtain opt-ins and to make the sale on the phone "safe".
Through speech analytics
Achieving excellence
Good call centre agents avoid pauses in conversations, as they can unsettle callers and give them the feeling of incompetence. Reasons for pauses in conversations, such as insecurity of employees, lack of or slow system access or sub-optimal provision of knowledge can be found out with an analytics tool.
And who is not bothered by the exact opposite of this, namely when the interlocutors are constantly interrupting each other? Here, too, speech analytics is a valuable tool and automatically detects the interruption rate.
In short: speech analytics helps companies and their employees to achieve top performance in customer service and sales. Speech analytics software in the call centre saves resources in the short term and thus, of course, quickly achieves a return on investment.
Good call centre agents avoid pauses in conversations, as they can unsettle callers and give them the feeling of incompetence. Reasons for pauses in conversations, such as insecurity of employees, lack of or slow system access or sub-optimal provision of knowledge can be found out with an analytics tool.
And who is not bothered by the exact opposite of this, namely when the interlocutors are constantly interrupting each other? Here, too, speech analytics is a valuable tool and automatically detects the interruption rate.
In short: speech analytics helps companies and their employees to achieve top performance in customer service and sales. Speech analytics software in the call centre saves resources in the short term and thus, of course, quickly achieves a return on investment.
More benefits
For a better customer experience
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