Blog 21st Apr 2020
icon of people speaking inside hexagon shape with hexagons either side. Image used for blog on getting a 360 view of customers for contact centers

10 ways voice technology can improve your contact center customer experience

Introduction

Download our Smart Guide to discover 10 ways using voice technology can improve your contact center customer experience.

 

Customer experience is a priority for contact centers

Customer experience is a priority for contact centers. Agents represent the first interaction between a customer and a brand. They are under increasing pressure to ensure customers have the best experience.

The impact of a bad experience costs UK brands £234 billion a year in lost sales, according to research from Magnetic North. It is in businesses best interests to provide a great customer experience to stop customers from churning.

A 360 view of the customer enables brands to get a true understanding of the customer across all of their touchpoints.

 

360 view of your customer using voice technology

By recording and analyzing every customer interaction, companies can get a complete understanding of the voice of the customer.

Historically, customer interactions were recorded for compliance and dispute purposes. Now, contact centers can record and use all customer interactions. Despite this – according to Call Centre Helper – contact centers still only analyze less than 3% of interactions. This is in part due to the cost and complexities of analyzing so much data and the capacity to action those findings.

Companies are missing out on a wealth of information on the voice of the customer. By recording and analyzing every interaction, companies can get a better understanding of customer pain points and offer opportunities for agent training and development in those areas.

 

Using analytics to understand the voice of the customer

Using analytics to identify root causes of issues speeds-up issue resolution or even eliminates it. In turn, first contact resolution is achieved, and customer satisfaction improved significantly. A PwC survey revealed that 32% of customers would consider leaving a brand thy loved after just one poor experience – don’t give them that opportunity to churn.

 

Voice technology underpins the benefits of analytics

Recording calls and transforming them into text using voice technology enables companies to archive and analyze voice data. This data can be combined with other text-based customer interactions to provide a complete picture of the customer journey. No longer are contact centers restricted to analyzing 3% of customer interactions. With voice technology, call data can be unlocked at scale, releasing value and meaning from 100% of customer interactions.

Customer experience is improved by evaluating customer interactions, understanding pain points and eliminating them. From email and SMS to IVR and customer calls, the need for analytics is essential. Omni-channel text platforms can be combined with voice data from customer calls to provide a rich data set for contact centers. It gives contact centers access to unfiltered data on the voice of the customer to ascertain what customers want and importantly, what they don’t want.

 

Why is voice technology important?

With the analytics market expected to reach approximately $1.52 billion by 2023 (according to Market Research Future), there hasn’t been a better time to invest in voice technology to underpin the value of analytics.

Converting call recordings into text allows companies to consolidate call data with text data obtained from other omni-channel sources. Evaluating insights across the customer journey enables organizations to analyze and identify best practices and areas of improvement. Contact centers can use these insights to provide customers with an exceptional service.

 

Conclusion: Improving customer experience with a 360 view of customers

Customer experience and engagement are priorities for most brands. Machine learning and artificial intelligence makes understanding customers easier than ever. They are helping companies make data-driven decisions to influence customer engagement and feed analytics to make excellent customer experiences possible. But remember, analytics of voice data is only possible with an accurate transcription to underpin it.

 

Download our Smart Guide

 

Jeff Palmer, Speechmatics

     

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