Customer satisfaction has moved to the forefront of contact center goals. Today, it pays to deliver exceptional, measurable customer service. In addition to saving money by retaining customers, new programs offer financial incentives for superior service. A noted example includes the Quality Bonus Payment for Medicare Health Plans. But with such defined parameters for the contact center, how do you ensure your agents and business processes will make the grade?
Speech analytics is one solution. Companies no longer have to rely on surface level data. Speech analytics delivers specific findings on the key areas that matter. A Nexidia webinar, uses the criteria laid out by Medicare as examples of the challenges you can solve through speech analytics. Medicare was able to
• Use real-time analytics to ensure agents have the most accurate information for any given call
• Measure non-talk time and discover areas where excessive hold times can be improved
• Automatically identify negative experience calls without the need for costly surveys
• Improve first call resolution and eliminate unnecessary call backs