Even in this multichannel world, customers still prefer to call in and hence voice channel is critical to a business. These days’ businesses are coming to a standstill when it comes to listening to conversations that flow through their voice channel as they are stuck on sampling and high cost manual monitoring. A recent survey showed that it is important to link online marketing to offline sales.
Mining for the truths and hidden meanings from these conversations is crucial. Previously automatic data mining of the voice channel was unattainable. But now with conversation analysis it is possible. Being in the century of customers, the ability for the company representatives to understand the customer, be empathic and deliver fast solution is essential.
Thanks to conversational analysis or text mining, it is now possible to extract data from conversations, to automate and process this data in real-time and at scale. Thus listening to and analyzing conversations helps the representatives to build better relationships and in turn provide customers with the experience they expect.
Sigmaway provides text mining solutions for businesses. Contact us at contact@gosigmaway.com for a proof of concept.
Read more at: http://smartdatacollective.com/calljourney/304151/are-you-listening-your-conversations