The contact center uses familiar benchmarks to determine if a call, chat or email is successful or not. Call metrics such as net promoter score, handle time, and amount of silence are correlated with positive or negative outcomes. However, insights from speech analytics technology prove that these metrics only tell part of the story. What’s missing? Context — and it’s the essential ingredient to getting the customer experience recipe right. Without context, companies can miss out on what’s really going on.
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Recipe for CX Success: Combine Context From Conversations With Speech Analytics
Posted by: Jeff Gallino July 29, 2019 12:22 PMThe contact center uses familiar benchmarks to determine if a call, chat or email is successful or not. Call metrics such as net promoter score, handle time, and amount of silence are correlated with positive or negative outcomes. However, insights from speech analytics technology prove that these metrics only tell part of the story. What’s missing? Context — and it’s the essential ingredient to getting the customer experience recipe right. Without context, companies can miss out on what’s really going on.