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As digital channels have multiplied, so too has the demand for multi-skilled contact center agents―those who can handle different tasks or have expertise in a product or service but who can also handle general customer inquiries.

Speech analytics may sound like a niche technological solution, especially with the rise of digital self-service today. In reality, though, smart speech analytics is imperative in today’s customer experience landscape.

There's no doubt about it—we're in the do-it-yourself era. Decades ago, businesses began reducing costs and adding convenience by enabling customers to serve themselves. It started at the gas pump, then banks introduced ATMs, and now we check out our own groceries and check ourselves into hotels.

Perhaps, it all started in 1822 in London with the first vending machine, a coin-operated dispenser of envelopes, postcards, and notepaper. Since then, vending machines have evolved—self-service gas pumps in the sixties, supermarket self-checkout in the nineties, and airport check-in kiosks in the aughts.

Despite the good and important purpose of compliance, one could expect that adjusting to its complexities and frequent changes would make for a bit of a battle in the contact center.

Your customers constantly drop breadcrumbs of data about who they are, what makes them special, and how they want you to recognize and care for them. Follow their trail and it won’t be long until you get ahead of them.

Ask Laura Bassett what a typical day is like – and NICE CXone’s Vice President of Product Marketing quickly draws from a metaphor to describe her role behind the scenes.