Why Your Contact Center Needs Voice Analytics

Your contact center is nothing without its customers. So, shouldn’t you be doing everything you can to optimize customer satisfaction?

TCN understands that it can be daunting to know exactly how to approach improving your customer experience – that’s why it’s so important to utilize solutions like Voice Analytics, which extract insights from conversations to help you evaluate agent performance and improve agent skills.

Customizable to fit the needs of your business, TCN’s Voice Analytics solution empowers your contact center to make more informed decisions to improve your marketing strategies, provide continual coaching for your agents and improve communication with your customers.

The best part is that the benefits of using this toolkit don’t stop there – keep reading to discover exactly why your contact center needs Voice Analytics.

Voice Analytics helps ensure compliance

It’s clear that Voice Analytics is the key to providing the best possible customer experience for your consumers – but it also plays a vital role in compliance. 

TCN’s Voice Analytics solution allows you to monitor every conversation, easily store them for future reference and quickly locate specific conversations using keyword searches and filters. These conversations can even be transcribed and used as training material to further enhance agent performance and ensure appropriate compliance protocol is being followed.

Plus, with real-time alerts and notifications provided by Voice Analytics, you can proactively identify potential compliance issues and take immediate action.

By combining advanced performance analytics with these compliance features, you can reach your customer service goals while mitigating risk.

Voice Analytics helps boost agent productivity 

TCN’s Voice Analytics solution is built on the foundation of its Reporting and Analytics toolkit, meaning it is designed to ensure your contact center has no room for improvement. It utilizes customer insights, such as what words were spoken and how they were said, so you can uncover current and future trends, provide targeted feedback and fine-tune your skills to provide the best possible customer experience.

To simplify this process, TCN’s contact center software platform offers agent scorecards, an objective assessment of your agent’s strengths and weaknesses, to pinpoint areas for improvement and ensure your agents appropriately greet customers, resolve concerns and close conversations.

Additionally, TCN’s Voice Analytics solution proactively alerts you to critical key indicators like excessive silence, overtalking or the use of specific keywords. These real-time notifications allow you to address potential compliance risks and quality assurance issues promptly by reinforcing best practices. 

Invest in your agents by giving them the feedback they need. Learn more about why Voice Analytics needs to be a part of your contact center: 

Voice Analytics as part of a comprehensive approach to efficiency

There are many different voice analytics solutions available for you to choose from. Click here to learn more about what you should look for.

But utilizing Voice Analytics can be even more beneficial for your contact center when you use it as a companion with other contact center software solutions, such as:

• Call Recordings: Ensure your contact center stores detailed records to be used as a safeguard for compliance and a way to provide concrete training opportunities for your agents.
• Room 303: Facilitate immediate feedback and support to empower your agents to apply the insights gained from the Voice Analytics data. 
• Workforce Management: Manage staff scheduling and forecasts with ease to increase agent productivity and contact center efficiency.

TCN’s Workforce Engagement suite encompasses all the tools you need to optimize contact center efficiency and compliance – and Voice Analytics is just a piece of that puzzle. Discover the full suite of tools here. 

The importance of Voice Analytics for your contact center

Whether you’re looking to enhance agent productivity or safeguard against compliance risk, Voice Analytics is the solution – and the best part is, you will save time and money because you won’t have to do any of it manually.
Learn more about how TCN’s Voice Analytics solution can transform your contact center.