Can Voice Analytics Stem the Customer-Satisfaction Skid?

Big data, in the form of speech analytics, is revolutionizing the way customer service is delivered. Can it jump-start stagnant customer satisfaction levels as well?

I’ll admit it. As predictions go, mine wasn’t as bold as the ones that foresaw flying cars, the end of the world or even that spam (the digital variety) would soon be eradicated from the earth.

But unlike those not-so-prescient prognostications, my prediction actually came true.

Several years ago I forecast that corporate contact centers would soon dive headlong into “big data” to provide a better, more personalized customer service experience. Continue reading