Best Practice: Use Speech Analytics to Optimize Performance

Overview

In today’s data-driven world, speech analytics is a game-changer for contact centers looking to enhance agent performance and customer experience (CX). In this case study, Expivia, a NiCE CXone customer, shares how they leveraged Interaction Analytics to optimize KPIs, improve agent effectiveness, and deliver exceptional customer experiences.

Key Takeaways:

• Turning Customer Interactions into Actionable Insights: Learn how Expivia analyzes customer conversations to detect sentiment, trends, and areas for improvement.
• Improving KPI Performance with Analytics: Discover how speech analytics helps drive efficiency by identifying call drivers, reducing handle times, and increasing first-call resolution.
• Enhancing Agent Coaching & Training: See how data-backed coaching improves agent engagement, compliance, and service quality.
• Boosting Customer Satisfaction & Retention: Understand how AI-driven insights help predict customer needs and enhance personalized service.
• Achieving Operational Excellence: Learn how integrating Interaction Analytics enables continuous improvement across all touchpoints.

Why Read This Case Study?

• See real-world applications of speech analytics in optimizing contact center performance.
• Learn best practices from a successful NiCE CXone customer.
• Discover actionable strategies to enhance CX and drive measurable business results.

Get the Case Study

Find out how Expivia used speech analytics to transform performance and customer satisfaction.