Speech Analytics Can Cut Costs & Transform Your Customer Experience

From speech to insights: The value of the human voice

Businesses that aren’t yet investing in speech analysis are missing out.

A recent McKinsey Digital article highlights how customer voice data provides valuable insights that no other source can. It can help simplify operations, pinpoint customer problems, capture conversational nuance and more.

Most importantly, it helps businesses flourish. McKinsey reports that speech data can cut costs by 20–30 percent, drive sales and boost customer satisfaction scores by 10 percent or more.

Here’s a look at some of the many use cases ideal for speech analytics:

• Improve customer experience: Sentiment analysis reveals what factors lead to a positive or negative experience. This can give your business an inside look at what went right or wrong.
• Create better interactions: Speech analytics result in action-based insights, which help create a two-way dialogue with the brand.
• Collect more valuable data: Examine all available voice data from your customers rather than a traditional limited sample of incoming calls.

Read the full article here.