Published: 19 July 2024
Customer service and support leaders often struggle to use conversation analytics to extract actionable insights and achieve a return on investment. Leaders can use this research to identify and design reports that enable them to capture insights, drive operational improvement and ensure ROI.
Service leaders have claimed for many years that they plan to increase investment in conversation analytics (also referred to as speech and text analytics). However, the use of the technology across service organizations remains low, primarily due to concerns related to cost, lack of skills and the effort required for implementation.
Despite service leaders’ concerns, the barriers to entry for conversation analytics have lowered significantly, driven by the increasing availability of the technology across a range of existing SaaS products such as contact center as a solution (CCaaS) and voice of the customer (VoC) platforms.
Conversation analytics can deliver a
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