How are your market reaction times?

Lightning fast? Sluggish?

In business, how quickly an organisation responds to a new set of circumstances can significantly impact efficiency, productivity and, ultimately, profitability.

Of course, at any one time, those organizations only know what they know; and so those reactions can be slower than ideal. However, increase the level of information and simultaneously decrease the access time, and suddenly they are in an altogether different place.

They are more informed; more in tune with their pain points; more able to deploy measures designed to quickly fix issues and enhance both customer satisfaction and workforce efficiency.

Much of that critical information manifests itself in the myriad of internal and external communication events that occur every day in businesses of all kinds and sizes. Capturing, analyzing, and acting upon those insights has become a key, new aspect of operations. Partnering with a technology provider able to maximize the resultant opportunities is surely guaranteed to deliver a healthy return on investment.

“Today’s vertical markets are all highly-competitive and economies everywhere are volatile – business all over the world therefore need access to critical information to increase their agility if they are to succeed,” says Ryan Kahan, CEO at the leading call analytics and call recording company, CallCabinet, whose cutting-edge AI-driven conversation analytics and business intelligence solutions can pull these insights in real time and deliver immediate business intelligence to decision makers.

“The key to that agility lies in the ability to analyze customer and workforce conversations as they occur, and to then use that intelligence to inform strategic business adjustments. Leveraging technology in this way can quickly improve efficiency and drive growth across all departments, accelerating and propelling success in any environment.”

Of course – as with so many other recent technological advancements – the cloud is powering these transformational tools.

In the case of CallCabinet in particular, its cloud-native solutions have the ability to capture and analyze voice conversations, chat, email, and social media interactions in real-time – displaying the resulting data via easy-to-read, customizable business intelligence dashboards.

Deep machine learning and natural language processing (NLP) across multiple languages analyzes both sentiment and emotion, at both ends of the conversation, even in a multilingual environment. Add to that a full, feature-rich suite of quality assurance tools, and organizations have the ability to stay on top of what is happening throughout their organization and understand what is influencing their overall performance.

Key words and phrases can be flagged and automatically routed to ensure timeous intervention and resolution; knowing what was said and how it was said during each and every conversation aids in expedited dispute resolution; and seeing accurate data on downtime, average call handling time, and performance peaks and lows enables the optimization of operational time management, agent performance, and call center efficiencies.

“Conversation analytics is proving to be an invaluable tool for companies that are looking for growth, modernization, and business transformation,” says Kahan.

“Organizations have direct access to previously unavailable business intelligence, mined from their own conversation data. This enables them to employ a multi-faceted approach on enhancing their business strategy, offerings and operational excellence.”

In practical terms, knowing the voice of the customer (and employee) – and being able to adapt services, products and workflows according to market changes as they happen – ultimately improves customer experience (CX). Consumer patterns are identified, such as whether they are buying out of loyalty, or seasonality or only because a competitive product wasn’t available. The ability to more accurately meet customer demands directly increases satisfaction and, in turn, retention rates.

From an internal perspective, automatically monitoring and scoring 100% of conversations, rather than doing so manually and randomly, enhances agent evaluation and training. Star performers can be identified and workflows adjusted to help others improve and rise through the ranks; heightening employee experience (EX) and optimizing performance and training initiatives.

“Having an ability to keep a finger on the real-time pulse of all these internal and external KPIs helps businesses achieve unprecedented levels of effectiveness,” says Kahan. “Our solutions have the technological smarts to make it happen and we have the expertise and experience to help customers maximize opportunities.”

To learn more about how CallCabinet can help your and your customers’ businesses leverage the power of conversational analytics, click here.



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