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Survey Report: Conversational Analytics Industry Best Practices
Macrosoft conducted an industry best practices survey during the first two weeks of March 2021. 569 individuals participated in the 20-question survey.
By: Macrosoft Inc
We have focused on Conversational Analytics as this is the broadest category, defined as creating digital data from human conversation, be it written or spoken, by using Natural Language Processing (NLP) which thereby enables computers to understand what is being said and applying Artificial Intelligence (AI) to extract and organize the information. Within Conversational Analytics you will find both "Speech Analytics" which is "what was said" and Voice Analytics" which is focused on "how it was said".
o 19% indicate their agents follow full scripts.
o This increases to 79% when we add responses where agents follow some scripted elements.
o 18% of respondents indicate their agents have limited talking points but not a script.
o And 2% engage in completely freeform non-scripted conversations.
o 41% of respondents indicate their company's Call Center has a formal and complete scorecard used to review and track the quality of agent recorded conversations.
o 48% indicate their company has scorecard guidelines that provide much the same information but in a more informal way.
o 11% indicate their Call Centers do not have any defined process for scoring customer calls.
o We listed 10 commonly discussed issues contact centers face with respect to their agents. The top priority issue is recruiting new agents. Another 34% consider it to be an issue of some importance. The related issue of "agent attrition" is also highly rated.
o A surprising high response was garnered by the issue "too many redundant tools/systems"
The complete report download, and an interactive reporting portal can be found at https://www.macrosoftinc.com/
Macrosoft is available to provide an industry expert who can present these results as requested to industry user groups.
VP, Technical Solutions