World over organizations are waking up to the fact that customer experience can actually dictate which way the pendulum swings, and are also realizing that their success lies in understanding and acting upon the voice of the customer. That’s why speech analytics and call recording are important; a fact emphasized by CallFinder, a provider of cloud-based speech analytics services.
To make it easy for businesses to comprehend why capturing the voice of the customer is essential for developing customer experience programs, CallFinder has made available free resources about the role of cloud-based call recording and speech analytics technology, or as it is commonly known -- audio mining.
Sometimes it‘s not easy to see how speech analytics is actually connected to customer experience. So let’s start with actually defining the term. According to one source, “Speech analytics is the automatic method of analyzing speech to extract useful information about the speech content,” which means certain keywords or phrases used by customers are automatically captured. The tone of the customer and nuances in speech usually give an idea of how the customer actually feels.
For instance, a dissatisfied customer could sound frustrated when an issue is not resolved promptly, giving an insight into customer behavior. This could tell us why the customer is acting that way and what prompted such responses. Speech analytics helps to tie the loose threads and tighten things at both ends. This results in a happy customer and a relieved agent -- both of which are good for the company. In short, speech analytics and call recording help companies understand their customers better -- a good way to build or re-build their brand and image.
It is heartening to note that more businesses today are resorting to the use of speech analytics and call recordings to understand what bothers a customer and why, but apparently more needs to be done on that front to completely understand how useful such technology is.
The CallFinder resources are an attempt to make companies understand why mining recorded calls and speech analytics are important, the immense value of customer information and how it can be used to translate into positive customer experiences.
“The publication of these resources will continue to help businesses aggregate knowledge on implementing speech analytics technology into their workplace,” said Laura Noonan, vice president of marketing at CallFinder.
In a highly competitive environment, where having an edge really counts, CallFinder’s resources could actually be a veritable gold mine.
Edited by Rory J. Thompson