The top servicing goal for 2016, cited by 62.1% of respondents in a recent DMG Consulting survey, is to deliver an outstanding customer experience. This should come as no surprise: today's customers expect you to deliver a seamless, personalized experience across each and every channel they favor.
In this white paper, Donna Fluss, President of DMG Consulting, argues that speech and text analytics are a powerful and necessary solution in any enterprise Voice of Customer (VoC) toolbox. The best of these analytics solutions capture not only the metadata associated with customer interactions but also the context, sentiment and trending responses from voice calls, chat sessions, email exchanges and social media postings.
Download this informative white paper to learn how speech and text analytics can contribute to achieving critical enterprise servicing goals in the contact center – and across your entire organization.