Consumer insights haven’t changed since before the pandemic; people and companies are still trying to understand the consumer and what they want out of a service or an offering. Companies want to know consumer insights for any potential new markets they could be growing into. However, what the pandemic has changed is how some of...Continue reading
Tag: speech analytics
How Can Speech Analytics Reveal What Your Customers Want?
Speech analytics can be used to identify best practices for your customer experience, and then give you the ability to socialize that. From a coaching perspective, once you’ve identified a challenge for an individual or group of individuals, you can have a coaching session with them and the opportunity, literally the next day, to measure...Continue reading
How Can Speech Analytics Uncover Customer Insights for You and Your Clients?
Speech analytics empowers you, as a company, to be able to pivot with whatever’s happening. Many people can claim that they have speech analytics, but it’s not just having the technology in place, but having the really talented consumer insights team, who can take that information and insights and turn it into valuable tools. These...Continue reading
Can Speech Analytics Completely Replace Human QA?
Speech Analytics is about the business’s goal and what the business is set up to achieve. No matter what, typically, there’s going to be some human element. But it really just depends on what you’re trying to achieve. The reason why we really love speech analytics is that it listens to all calls. Before when...Continue reading
What is Speech Analytics?
Speech analytics is the ability to understand and comprehend what is being said in the interactions that take place between a contact center and the customer or consumer on the other end of the phone. Interaction analytics is not only limited to speech, but also the ability to ingest and analyze chat, text, email, surveys, and any...Continue reading
Why is Speech Analytics the Most Effective Way to Survey Your Customer?
Understanding what your customers are thinking through using speech analytics before, during, and after their interactions with your brand can completely change the way you do business. Successful companies all over the world understand the value of learning more about their customers’ needs and interests – that’s because satisfying those needs and interests is a...Continue reading