Enterprise Workforce Management Powers Back-Office Optimization
Analytics-Driven Quality Improves Effectiveness
Seriously Smart Organizations are employing speech analytics to
improve customer experience, and bottom line revenues.
Discover crucial insights regarding customer effort and agent performance.
Evaluate more calls for more valid conclusions.
Gain a richer understanding of customer experience issues and opportunities.
Glean more objective insights.
Eliminate human or user bias in selecting calls for evaluation.
Improve agent performance.
Support more targeted agent coaching and process improvements.
Speech Analytics-Driven Quality Management allows organizations to "listen" to all calls, automate the aggregation of these interactions, and categorize them into topics of business relevance, to support process improvement and agent performance.
Looking to learn more about how you can leverage the power of speech analytics to improve quality management? Read the Ventana eBook: Analytics-Driven Quality Management — Using Speech Analytics to Assess All Call Recordings.
Speech analytics users enjoy 3x greater year-over-year improvement in the number of quality service level agreements met as compared to non-users. Five Reasons Companys Should Employ Speech Analytics, Aberdeen Group, 2015
Companies using customer analytics report 58% greater improvement in employees’ ability to do their jobs well. Customer Analytics: How To Make Best Use Of Customer Data, Aberdeen Group, July, 2015
An analytics-driven quality program remains one of the easiest ways to accrue easy-to-measure benefits quickly.Brief: Three Key Practices To Succeed With Speech Analytics, Forrester Research, 2016
We are no longer dependent on deducing the expectations of customers based solely on what representatives tell us they are hearing. Verint’s customer analytics truly helps us uncover issues and comprehend magnitude, so we can address those most impactful to our business and customers. Senior Consultant, Workforce Optimization, Leading Personal Lines Insurer
Get the Forrester Brief
Learn what top industry experts say are practices to crafting a speech analytics program that drives improved customer experiences and operational efficiency. Download the Forrester Research Brief "Three Key Practices to Succeed with Speech Analytics".
- Download the Brief
Analytics-Driven Quality Edition
Listen to the rich and thought-provoking conversation with our panel of speech analytics experts who share critical insights and best practices.View on-demand
Four Ways to Transform Quality Management
with Speech Analytics
Watch the video to learn more about analtyics-driven quality.Watch the Video
Charting a Course for an Analytics-Driven Quality Program
Learn how to get started on your journey to an analytics-driven quality program.Download the eBook
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