Speech Analytics makes it possible to monitor 100% of agent talks in real-time and advise agents to follow prescribed scripts or phrases, for example to ensure legal compliance. More agents than ever before are working from home, thus many brands are concentrating on ensuring data security. By keeping track of when personal data is sought and flagging any inappropriate requests to managers for review, real-time Speech Analytics also enables brands to protect themselves against social engineering. This is particularly helpful in fields like banking, insurance, and healthcare where clients may anticipate being requested for private information.
While many contact centres record agent conversations, very few of those recordings are actually reviewed. Contact centres frequently use 1-on-1 line manager-led coaching to help agents improve their skills, but no call centre has the manpower necessary to listen to and analyse each call an agent makes. In this case, it's possible to overlook possibilities for mentoring as well as for engaging and motivating agents around professionally performed calls.
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