Call Center Analytic Software
If you run a business, you know that reacting quickly to customer concerns is critical. It would be nice if you could listen to every customer support call, but unfortunately that just isn’t possible. With a quality speech analytics program such as CallMiner, you can get a much better understanding of why customers are calling, what they are saying, and how your support representatives respond.
Less advanced call center analytics software using basic speech recognition algorithms can only pick up a few of the words and phrases that are said during the calls. But CallMiner captures and processes complete call content, not just words, to tell you what customers and agents meant by what they said. And, best of all, it does this with all of the calls that come in, not just the 1% you might be able to get through using manual call monitoring, or even the 10% that some speech analytics solutions claim to capture. CallMiner does this by mapping call information into language patterns that are based on dozens of indicators such as customer satisfaction, agent politeness, acoustic stress, and call tempo. It’s not unusual for CallMiner’s call center monitoring to uncover patterns that are quite unexpected, which can alert you to issues you might never know about otherwise.
Add comment March 3rd, 2008