Conversation Analytics are tools and processes for analyzing the contents of calls and digital messages. Conversation analytics allow you to monitor and assess agent performance and customer satisfaction.
By analyzing trends and patterns across multiple interactions, you can make evidence-based decisions for service improvement. In addition to reviewing agent performance, you can use conversation analytics to better understand your customers’ pain points.This can help you think through product messaging and optimize answers to improve customer satisfaction, as well as upsell and cross-sell during contact center interactions.
Conversation analytics help contact center managers and agents to understand the primary and underlying reasons for every conversation across 100% of your calls, emails, SMS, and chat interactions.
More Conversation Analytics Resources:
BI dashboards are embedded into the LiveVox platform, which gives you access to key metrics and performance data when and where you need it for a holistic understanding of contact center performance.
Contact centers consist of many moving parts. It’s easy for some errors to go unnoticed. Now with the rise of remote work culture, contact center managers need to figure out efficient ways to tackle quality management issues.
Speech analytics software relies on artificial intelligence to monitor 100% of calls completed in the contact center. It combines speech recognition software, text analysis, and pattern spotting to review conversations and present relevant data to those monitoring agents.
The purpose of speech analytics is to take data drawn from conversations you have with your customers and turn it into something that can provide insight. With this insight, you can make evidence-based decisions that improve your quality process.
AI-powered speech analytics reveals hidden insights in the calls your contact center receives. These insights help you create a better experience for your customer and a more efficient system.
Every interaction is an opportunity to collect data that can help you improve call center efficiency. But human conversation is complex and when you’re fielding hundreds of calls a day, mining for deep insight can be a gargantuan challenge. This is where AI and machine learning become a call center rmanager’s best friend.
There are many misconceptions around what speech analytic is and isn’t for and often these beliefs can affect how your team utilizes it. Operational success will rely on the business understanding what the tool is optimized to achieve and what might be out of reach.