Real-Time Decisions from Speech Analytics

Every Second Counts.  Use Real-Time Speech Analytics to Improve the Customer Experience and Reduce Costs in your Contact Center.

“Can you hold a minute while I look that up?” It’s a common refrain in many contact center conversations, and it means two things: it will take longer to answer the customer’s question, and it will drive up the overall costs for that call.  In this case, two negatives certainly do NOT make a positive!

Companies have invested heavily in desktop systems to help guide agents through the complexity of call center interactions. But this adds to the problem, as agents spend valuable time navigating through screens instead of talking with customers. What’s needed is a better way to leverage these existing systems and drive the right information directly to the agent as a result of the actual conversation.

Real-Time Decisions from Speech Analytics

In this webinar you will learn the benefits of real-time speech analytics and some of the practical considerations needed to implement your own system:

• Driving real-time information to the agent desktop simplifies the work-flow and can reduce average handle time up to 10% – this case study will demonstrate it.
• Real-time alerts improve communications within and outside the traditional call center boundaries – information gets where it’s needed to handle customer issues quickly. You’ll see a live demonstration.
• An effective system ties into existing networks and knowledge management systems, and scales economically to handle 100% of calls across an enterprise.

Join Ryan Pellet, SVP, Strategic Consulting Services from Nexidia, to learn how real-time speech analytics can make a difference in your contact center, and ensure that when it comes to your customer interactions, you are making every second count.

Presenters:

Ryan Pellet
SVP, Strategic Consulting Services
Nexidia