Speechmatics, a company leading the market in speech recognition solutions for companies around the world, recently released a new value-adding guide for contact centres. The guide provides in-depth recommendations on how today’s contact centres can derive more insights and value from their operator and customer interactions.
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Providing insights into how teams can get the most out of mission-critical and accurate speech recognition, Speechmatics hopes to help businesses to thrive and support their customers in this difficult time. The current landscape means that the contact centre is under immense pressure to deliver excellent experiences at scale.
Findings in a recent report about the State of Voice in the Contact Centre landscape inspired the latest guide. This Speechmatics report discovered that 85% of contact centres achieved an improvement in customer experience as a result of using voice recognition technology.
Unlocking the Benefits of Speech Technology
In the past, contact centres have recorded calls for dispute and compliance purposes. However, research indicates that they’ve only been able to analyse up to 3% of voice interactions. This leads a massive portion of data untouched. Fortunately, we’re now in a much better position to analyse this information, thanks to speech recognition technology. With the right tools, contact centres can find trends within their interactions to inform critical decision making for the customer experience.
The Speechmatics recognition engine uses machine learning to transcribe voices in any context and deliver minimal word error rates in all use cases. Accuracy is essential to the outcome of effective analytics strategies, after all. The guide provided by Speechmatics on how to improve customer experience looks at several ways that contact centres can analyse interactions using voice technology and use their findings to make crucial changes. The recommendations include:
- Getting a 360 degree view of the customer
- Increasing the speed of issue resolution
- Improving customer satisfaction
- Taking advantage of sentiment analysis
- Improving agent performance with knowledge bases, job satisfaction, and better training
- Using call routing technology
- Exploring interaction histories
- Identifying issues with compliance and risk
- Using automated tools and processes
The guide is free and available to download from the Speechmatics website now.
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