Recipe for CX Success: Combine Context From Conversations With Speech Analytics


The contact middle makes use of acquainted benchmarks to find out if a name, chat or e-mail is profitable or not. Call metrics corresponding to web promoter rating, deal with time, and quantity of silence are correlated with constructive or unfavorable outcomes. However, insights from speech analytics expertise show that these metrics solely inform a part of the story. What’s lacking? Context — and it is the important ingredient to getting the client expertise recipe proper. Without context, firms can miss out on what’s actually happening.

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