Typically organizations use crucial voice interactions to extract vital information from customer interactions to measure and improve performance, but there is much more potential in leveraging voice data. The power of voice data in the customer experience goes beyond organizational excellence to relational effectiveness.
Today, call centers using human scoring score less than 5% of volume due to cost and technological limitations. With automated call scoring, machine learning algorithms train using results defined by humans (hot lead, rude agent, upset customer, etc.) to score calls instantly.
Enterprise organizations are beginning to understand the tangible value that contact center operations bring into the fold. And a majority of that value is found buried deep inside the hundreds of thousands of calls that go in and out of the call center on a daily basis. However, manually sorting through countless customer conversations for information is a costly and time consuming undertaking.