Advice from a Call Center Geek!

10 Unique Use Cases for Speech Analytics

November 17, 2020 Thomas Laird Season 1 Episode 93
Advice from a Call Center Geek!
10 Unique Use Cases for Speech Analytics
Show Notes

Speech analytics is an evolving tool that has use cases not yet thought of.

As we are evolving how we use the tool, we want to tell the Geek! community as a whole to possibly spur some thoughts on the best way to use analytics in your organization and to also increase the ROI for an analytics investment.

In this episode we talk about 10 unique ways that we see analytics being used:

  1. Proactive Customer Service
  2. Incenting Associates to be Nice
  3. Generating Marketing Data
  4. Finding out WHY?
  5. Notating Frustration
  6. Learning What the Real SLA Variance Should Be
  7. Tracking Silence
  8. Fraud Protection
  9. Tracking Key Words and Competitors
  10. Expanding Service to Other Channels

Blog Post Link:
https://expiviausa.com/10-unique-use-cases-for-speech-analytics/

Text me: 814.247.0366
Follow me: @tlaird_expivia
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If you are looking for USA outsourced customer service or sales support, we here at Expivia would really like to help you support your customers.
Please check us out at expiviausa.com, or email us at info@expivia.net!



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