Send us a text

The use cases for using speech analytics are endless when you really put the tool to the test.  In this episode, we talk about 10 ways that we are using analytics in our call center to maximize its use!

1.    Proactive Customer Service

2.    Rewarding Associates for Great Sentiment 

3.    Generating Marketing Data

4.    Finding Out the Why

5.    Noting Frustration

6.    Learning What the Real SLA Variance Should Be

7.    Tracking Silence 

8.    Fraud Protection

9. Tracking competitors

10. Expanding Channels

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

 Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com. 

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel