The contact center is rich with customer data, but finding and analyzing the information needed within these captured conversations can be very difficult. With speech analytics technology, companies can now mine recorded customer interactions to help surface the intelligence essential for building effective customer strategies. It can help pinpoint trends and opportunities, identify strengths and weaknesses with processes and products, and understand how your offerings are perceived by the marketplace.
Used properly speech analytics can not only help to identify at risk customers but can also provide organizations with greater insight into a variety of process issues. According to Roman Trebon, Business Review Manager at Elavon, within the first three months, speech analytics helped his company to save nearly 600 at-risk accounts—about $1.7 million in revenue. Mr. Trebon was so pleased with the results he is going to share his thoughts and best practices in a live event on February 25th.