One of the biggest challenge businesses face in providing better customer service is truly understanding their customers. Figuring out why customers are reaching out and what drives their decisions, behavior, and opinions of your brand are crucial to long-term success. To create a positive customer experience, not just before and during the sale, but after the sale as well, you need to listen to your customer during every conversation.
Speech Analytics lets you harness the power of voice of the customer insights by enabling you to automate the monitoring, categorization, tagging and scoring of all interactions with customers – whether they happen on the phone, email, chat or social. Doing so can give you a deeper understanding of why customers reach out, what frustrations they are experiencing and what they need from you.
These articles outlines how speech analytics provides voice of the customer insights to improve customer service.
https://callminer.com/blog/voice-of-the-customer-analytics-the-power-of-voc-insights-in-improving-service/
Listening to a voice of the customer presents a challenge to most of the sophisticated contact center. Many different techniques are used to determine and evaluate the quality of customer interactions such as holding times, disconnection rates or reaction times. But this technique tells about events within customer interactions instead of the reason why they occurred. So here speech analytics plays an important role...
https://www.lanews.org/speech-analytics-market-value-share-supply-demand-share-and-value-chain-2017-2027/
