While speech technology has always been an integral element within the contact center, few companies have yet to fully embrace this wealth of data to support the development of the single customer view. However, phone calls continue to dominate in the world of customer service, as voice chat remains the most reliable avenue for quick problem resolution. Thus, companies must understand that, while implementation might not be the walk in the park they’d hoped for, speech analytics have the power to drive decisions and boost retention.

1. AUGUST: SPEECH ANALYTICS
ByAnnaPapachristosandGillianWink
Speech analytics
implementation is
expected to grow by
20% in 2014.
(Source: DMG Consulting)
90% of all customer
conversations still take place
via phone despite the
increasing popularity
of digital service
opportunities.
(Source: Gartner)
94% of companies
currently use, or plan to
use, voice as part of their
multichannel contact
center efforts.
(Source: Aberdeen)
Customers prefer
live assistance, as 69% agree
that their questions are fully
addressed over the phone,
thereby earning the highest
satisfaction rate of all
available channels.
(Source: Forrester)
Each day, more than
56 million hours worth of
call center voice conversations
are conducted, equaling
420 billion spoken words.
(Source: CallMiner)
Voice remains the
most widely used
channel, according to
73% of consumers.
(Source: Forrester)
To learn more about Speech Analytics, read:
“Speech Analytics Goes Back to the Future”
A Day at the Speech
While speech technology has always been an integral element
within the contact center, few companies have yet to fully
embrace this wealth of data to support the development of the
single customer view. However, phone calls continue to dominate
in the world of customer service, as voice chat remains the most
reliable avenue for quick problem resolution. Thus, companies
must understand that, while implementation might not be the walk
in the park they’d hoped for, speech analytics
have the power to drive decisions
and boost retention.