Most service functions primarily use speech analytics for employee QA to lower costs. However, Gartner research shows that addressing the root cause of inquiries is a better place to start when optimizing costs in customer service.
Download the Gartner guide on speech analytics for customer service to learn:
- Four key objectives to utilize speech analytics to support cost optimization
- How to identify types of inquiries that could be automated or avoided
- Steps to help reduce call volume and improve self-service usage