Contact centers are on the front lines of shaping a customer’s experience, which gives them the perfect platform to enact predictive analytics in order to improve customer satisfaction, loyalty and retention.
Successful sales teams analyze their phone calls to turn them into actionable data that improves scripts and tactics that aren’t working–and hone in on ones that are.
At Twilio’s last SIGNAL conference, this past May, they introduced their dual channel recording feature which means a whole lot in the world of speech analytics.
Human scoring was the only option for enterprise call centers to score, monitor, and manage their agents and call interactions for a long time. At that volume of agents and calls, many call center managers quickly discovered they could not afford to re-listen to every call, but they also couldn’t afford not to. So they compromised.
Speech analytics is a method of analyzing recorded conversations to extract and parse out data from your business communications to gain additional insights.
Speech technology is a game of ‘what is most likely to have been said here’ and the winner is the speech engine that can predict the results most accurately.