Transforming Customer Care Through Voice and Speech Analytics

Every time a customer makes an effort to reach out to your business, they hope to speak to a friendly, knowledgeable person who is patient enough to help them find a solution to their problem. According to a report released recently by Walker Information, customer experience is set to overtake product and price as the central brand differentiator. And with 86% of buyers willing to pay a little more if that would mean experiencing better customer care, companies should have more than enough motivation to invest in excellent customer experience. For many customers, customer care is somewhat synonymous with call centers. Call centers are the go-to path to a solution that up to 79% of customers choose in their attempts to speak to a company about a complex problem they’re facing. For this reason, businesses cannot overestimate the need to set up a competent, well-trained customer agent team. ...