Efficient call center managers and support teams are always looking for new ways to make communications simpler in practice, as well as more meaningful. With the volume of customer inquiries, especially for enterprise companies, it’s critical to evaluate new technologies to make support as effective as it can be — both for customers and the company itself.
Integrating TranscribeMe’s Speech Recognition technology into the support processes allows companies to transform customer sentiment, responses, and metadata into actionable business insights, and improve internal agent performance overall.
1. Gauge Customer Sentiment & More
What your customers think and feel about your brand means absolutely everything; having the tools to measure this means even more. With our speech recognition platform, you can unlock the voice of your customer and understand more about the health of your company. This knowledge allows you to quickly analyze and assess what needs to be improved.
Our speech technology performs in-depth data-mining on your audio and can identify important information, such as gender, age estimation, language, accents, emotion and sentiment, topic, speech patterns and more. In addition, voice biometrics provide the ability to identify and verify customers.
2. Locate Keywords and Phrases Automatically
A pivotal part of understanding customer satisfaction is tracking the specific terms and phrases they commonly use to describe your company, or when talking about their experience with it.
Hot alerts seek out and determine which calls require immediate attention based on the audio data, then automatically alerts the proper manager or supervisor within the company. This entire process happens in real-time, ensuring that action is taken as quickly as possible, leading to a faster resolution.
3. Measure Effectiveness of Support Agents
Support agents are the first line of defense when it comes to interacting directly with your customers, making it very important that these types of customer communication are managed properly. If handled improperly by an employee, these communications can potentially be harmful to your company.
Our Speech Recognition technology provides feedback on 100% of calls automatically, where managers can only monitor so many. This support feedback plays a significant role in helping companies evaluate agent effectiveness. This powerful technology also contains a scoring functionality to allow support managers to track and measure agent performance, making continual improvement accessible.
With this important customer and agent information available at any time, you can continually improve upon and optimize your process, turning it into a lean, mean support machine!
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This article was originally published March 11, 2016.