Improving user CX with a Speech Analytics project from Transcom.
In any commercial sector, the customer service phase plays a fundamental role in creating an image of a company in the eyes of the client. But that’s not all! The semantic and linguistic analysis of conversations between clients and customer service representatives also allows important information to be gathered and processed, and action taken to improve the quality of the customer experience. We’re talking about Speech Analytics software, programmes capable of analysing the “voice of the Client” in dialogues that take place every day with Contact Center agents.
Improved customer experience and reduced cost through speech analytics
Speech analytics is one of the fastest growing tech segments in the contact center market. This is a technology that delivers rapid insight into a range of improvement opportunities, based on an analysis of a large number of customer conversations.