Analyzing Customer Interactions
Customers have conversations across the organization. They interact with people in Sales, Service, Support and in some cases even with an organization’s products or services via smart speakers. While our research confirms that the telephone is still the most widely supported customer-engagement channel, other forms of verbal and digital interactions are growing at a rapid pace.
To assist organizations with management of these interactions, speech analytics technology is currently being used by more than one in five companies. According to our benchmark research into customer analytics, a further 36 percent also plan to deploy it within the next two years. Applied to customer interactions ranging from calls, chats and email to customer service websites and social media, this technology can provide significant value to organizations. By analyzing words and phrases within interactions, organizations can discover trends and patterns they might not otherwise detect. And they can more easily categorize calls so that issues are resolved quickly, reducing call durations and ultimately call volumes.