Customer experience is a priority for businesses. Contact center agents often represent the first interaction between a customer and brand. They are under pressure to ensure customers have the best experience.
The ramifications of a bad experience have a direct impact on revenues, with customers likely to leave a brand after just one poor experience. The impact of bad customer experience costs UK brands £234 billion a year in lost sales.
With organizations making it easier to onboard new customers it has never been more important to ensure there are no reasons for customers to churn.
At a time when customer experience and engagement has never been so important, machine learning and artificial intelligence are enabling contact centers to make data-driven decisions to influence these factors. Analytics makes quality customer experiences possible. But analytics of voice data is only possible with an any-context, accurate transcription to underpin it.
In this webinar, aired on 13, May 2020, Product Marketing Manager, Alex Fleming discussed how contact centers can improve customer experience using voice technology. He covered:
Alex Fleming, Machine Learning Engineer, Speechmatics