Augment Your Quality Monitoring with Artificial Intelligence
There are countless aspects of the customer experience that simply cannot be maximized only through only speech analytics. Tone, inflection, and cadence all make up the depth of emotional intelligence which are captured by a human monitoring the calls. Those moments when a person can read between the lines and detect the root cause of customer frustrations are invaluable. Integrating Speech Analytics into a Quality Monitoring program can provide a holistic approach to creating an inclusive, effective customer experience.
Improve Agent Performance, Compliance, and Productivity
Our solution combines these approaches to gain valuable insights that identify coaching opportunities and directly improve agent performance, compliance, productivity, and call-handling strategies.
With Speech Analytics, you can save important call highlights to share with your team, uncover trends in customer needs, gain product and competitor knowledge, and capture business insights to improve your contact center’s performance. Listen in, or read an automatically generated interaction transcript, to reveal information that can help you improve agent performance, reduce costs, and provide the optimal customer experience.
Close the Quality Gap with Coaching
Elevate your quality monitoring program with Speech Analytics
In a space where 86% of customers would pay for a better customer experience, monitoring the quality of the services you provide is paramount. With an investment in a combined approach of AI and human intuition, you can connect what you garner from your customer experience department and apply it to other areas of your business. Only using speech analytics as a measurement of performance is self-limiting—quality monitoring data provides with a deeper set of analytics to gather meaningful insights that impact your business far beyond just the customer experience departments.
- View real-time, actionable contact metrics in a reporting dashboard.
- Review automatically generated transcripts and summaries for trends.
- Evaluate service performance to identify agent coaching and development opportunities.
These Brands Trust ARC To Deliver Excellence and Innovation
These Brands Trust ARC To Deliver Excellence and Innovation
eBook: 4 Ways to Transform &
Optimize Your Contact Center
Here’s what you’ll learn:
- How Speech Analytics are changing CX.
- How to gain valuable insights that put you years ahead of your competitors.
- The keys to creating a thriving culture.
- How to improve customer experience and reduce lost revenue with omnichannel strategies.
ARC has been a great partner and collaborator for our needs and if we need anything in the future or any of the other programs at my agency need anything like this, ARC will be the first I will recommend.
I am impressed with the quality of notes and their ability to capture the technical details properly in them – which is tricky given all the components and technical jargon our industry likes to throw around.
I feel better now that I know the coach and know all the preparation they put into understanding our company. I feel like they are part of the team now. I was impressed with the fact that they have already profiled our coordinators and understand the best tactics to train them with.