Great article in Forbes Magazine about the power of Voice Analytics. At TOG we utilize Voice Analytics to enhance the overall agent and customer experience in an effort to create the best brand ambassadors possible!
The Amazing Potential Of Voice Analytics
Source: Forbes Magazine, August 8, 2016
The customer service agent on the other end of the phone may seem oblivious to your growing ire, but the computer recording your call isn’t. More and more, companies are using the science of voice analytics to gain insight into customer interactions, identification even lie detection.
Up until relatively recently, a computer that could accurately understand spoken words seemed like science fiction. Then we entered the age of shouting at automated menus when we phoned a customer service line and receiving the ubiquitous, “I’m sorry, I didn’t quite understand that,” in response.
Today, voice analysis can go way beyond understanding what we say — past even what humans are able to reliably detect. What is possible today is not only to understand, and translate the spoken words into text, but analyze for things like stress levels, lies, and more.