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Insights White Papers
Harnessing the Speech Analytics Advantage
Apr 2014, No. 76
Conversations with consumers—whether asking for payment or answering product questions—are an expensive form of contact, fraught with compliance risk. Phonetics-based speech analytics provides a scientific, scalable way of evaluating and improving these conversations. The technology is helping companies lower compliance risk while lifting agent productivity by double digits.
By combining speech analytics with other analytic techniques like predictive models, companies can boost performance even further. This paper looks at how companies can use these combined analytic insights to:
- Increase—and prove—regulatory compliance
- Provide score-driven guidance to help all agents converse like the best
- Lower human capital costs by accelerating agent training and reducing churn
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