Customers still prefer to talk to live agents for complex, personal and challenging issues. This cuts across industries – financial services, healthcare, insurance, Telcom.
Our proprietary process utilizes human behavior specialists to identify issues on the call. Issues with agent professionalism and demeanor, detecting customer perceptions more precisely that speech analytics’ key words can by listening to customer and agent tones, words, and silences. What is not said on the call by the customer, can speak volumes.
Additionally, this analysis feeds into root causing call drivers to reduce repeat calls. Analysis will also indicate if coaching is warranted for individual agents in specific categories.