Customer experience is a priority for contact centres
As consumer demand has increased, the customer experience has become a priority for contact centres. However, improving customer experience is challenging to do efficiently. With improved customer experience comes agent empowerment. The need for analytics is essential. Contact centres are using Speechmatics’ automatic speech recognition technology to enable them to perform analytics on voice data. Transforming call recordings into a rich text format makes it easy to search for desired outcomes, to derive sentiment from the customer voice, and to make voice data immediately accessible. Transcripts from calls not only enables analytics but makes it possible at scale.
With millions of hours of voice data captured in call recordings, speech-to-text makes this previously untouched data accessible at once and available at a fraction of the storage capacity. It gives contact centres the ability to access millions of hours of both recent and legacy calls, which can be used for analysis to provide training opportunities for dispute resolution, to reduce the customer call time and ultimately improve the customer experience.
Whether it’s to route the call to a specially trained agent to personalise the interaction with the caller, or to determine the sentiment of a call to empower agent responses, the need for an accurate transcription to underpin the understanding of a call is key. Speech-to text technology provides the opportunity for analytics to improve the customer experience.