firstanalyst-blog

[firstanalyst-blog]

Speech Analytics Piloting

We’re definitely seeing this trend on the front-lines. As companies get comfortable using text analytics and collecting customer insights from unstructured data, they often focus on their largest interaction dataset: contact center calls. Emotion and sentiment detection within speech analytics technology are still very new parts of the technology. We’re absolutely looking forward to some disruption in this space.

Predictive Analytics Personalising

This goes hand-in-hand with speech analytics and big data. The better we get at manipulating and analysing data, the better we get at predictive analysis. As companies connect rich customer data from their CRM, operational data and call recordings of customer interactions, the value of predictive modeling will rise exponentially.

[firstanalyst-blog]

Speech Analytics Requires focus. It’s promise is that it can mine ALL customer conversations to unlock insights and identify patterns of behaviour. But does it deliver on this promise?

The secret is that data alone doesn’t deliver any meaningful insights. Insights come from skilled analysts and it can be argued that statistics is an art as well as a science.

[firstanalyst-blog]

Many organisations have noticed decreased customer attrition rates with reduced number of customers defecting to competition after deploying speech analytics. Speech analytics help organisations to identify the reason behind customer's dissatisfaction and to use the opportunity to make changes, improving the repeat customer rate and increasing first call resolution.