Speech and text analytics solutions have dramatically transformed quality management programs and are critical tools for taking call center monitoring standards to the next level. Together, they have great potential to quickly and seamlessly identify major pain points, drivers of effort, challenges faced when contacting customer service, and other customer experience issues.
How We Provide Value
Our state-of-the-art speech and text analytics solutions have the power to ingest and analyze large volumes of data within and across channels to identify, quantify, and prioritize the macro-level issues that impact customer experience and operational efficiency. Our capability extends to transcribing calls and integrating other data sources like chat, email, and customer and product information to unleash powerful insights that can be mined in so many ways. Once the problem areas have been identified, we use human-assisted monitoring to listen to a statistically valid sampling of calls to gather more information regarding specific drivers of the issues, root causes, and interdependencies.
With this deep understanding of the problem, impact, and root causes, our quality team is well-positioned to share potential solutions and recommendations with our clients’ contact center and business leadership teams. Utilizing a closed-loop communication process, our quality team can also go back to listen to a sampling of those targeted call types or processes after the improvements have been made to confirm that specific improvements and benefits have been realized.
Call Center Analytics
To fully leverage the value created by AI-powered speech analytics tools, Northridge uses them in tandem with our human-assisted quality monitoring programs.
This combined approach allows us to identify customer pain points, drivers of repeat calls, and opportunities to resolve issues in each customer’s channel of choice, achieving improved customer experience and a dramatic reduction in operational costs.
Improving Customer Experience through Powerful Insights
“Northridge has been very hands-on and highly engaged in [our] monitoring project. The level of attention to the nuances of call monitoring is greatly appreciated and their monitoring processes are very insightful and align with the Call Center’s mission to improve participant customer service.”
Contracting Officer, U.S. Federal Government Agency
How does Northridge integrate the power of speech and text analytics with human-assisted quality monitoring programs?
We leverage an advanced conversation analytics platform that helps clients improve customer experience, sales conversion, agent performance, product intelligence, marketing effectiveness, and compliance.
We score interactions on customer experience and agent performance using our platform’s highly sophisticated, proprietary algorithms that enable us to zero in on interactions with extremely positive and negative ratings.
Root Cause Analysis
We utilize a research-backed insight library to diagnose the root cause of good and bad customer experience and agent performance.
We create custom insight categories to make it easy for clients to mine insights unique to their business.
Insight to Action
We have deep data science and customer experience expertise required to help clients uncover, interpret, and take action on the most important insights.
We provide change management processes and practices to help clients navigate the internal complexities of enacting change based on insights.
Our platform makes it easy for clients to share insights with other systems such as CRMs, CX platforms, and BI tools, enabling automated actions based on correlated datasets.
Northridge’s Combined Call Center Speech Analytics and Quality Monitoring Solutions
Recent technical advances have significantly enhanced the quality, accuracy, and value of the data-driven insights that speech and text analytics tools provide. However, to fully leverage the value added by speech analytics tools, it’s a best practice for companies to use them in tandem with human-assisted quality monitoring programs. Learn more about our suite of Quality Solutions.