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.
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Transforming customer experiences
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.
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.
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.
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.
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.
The benefits of agent engagement are obvious to any contact center manager or supervisor. Agents who are engaged align their own personal goals with those of the company they work for.