Find out how speech analytics has evolved to become an essential component of today’s best practice customer engagement strategies.
With research firm Gartner estimating that 87% of businesses will compete primarily on the customer experience they offer by 2017, it’s clear that gathering, analysing and then acting on what your customers actually say has a critical role to play – particularly in terms of improving loyalty and reducing overall customer effort.
That’s why we’re now seeing a renewed focus on analytics technologies that can increasingly help organisations to make sense of the unstructured information that’s contained within the millions of customer voice interactions taking place each day.
Speech analytics remains a significant investment area for companies – particularly given its ability to drive operational improvements, contain costs and impact customer satisfaction and retention positively. To find out more download the White Paper.
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