Business Continuity During COVID-19

It’s no secret that COVID-19 has created unexpected obstacles for many businesses. Social distancing policies have forced employees into remote workspaces, while fear behaviors have changed the normal spending and communication habits of consumers. As a result, businesses are leaning on important technology resources, such as speech analytics, to provide some form of stability during this unprecedented time. But how can your speech analytics platform best serve your business and become a valuable resource while everyone navigates this ‘new norm’?

Remote Workers

One of the main concerns employers have, especially when the majority of their task force works remotely, is oversights. With speech analytics, companies have a way to monitor 100% of their phone activity without the hassle of manual auditing. You’re able to keep a close eye on employee engagement levels while simultaneously tracking their performance through personalized scorecards. These allow you to rate the most important aspects of your agent’s conversations, including attitude and compliance.

Speech analytics also eradicates telecommunication scenarios that can result in communication lag time between supervisors and remote workers. The platform provides real-time alerts, creating an opportunity for coaching as well as intervention.

Consumer Relations

Due to the rapid growth of COVID-19, safety recommendations and information about the virus have been changing daily. This is contributing to a heightened state of stress and fear in consumers, causing them to change their normal behavior and how they communicate. With the help of speech analytics, you can mine and analyze audio data to detect emotion, tone and stress in a customer’s voice. This quickly identifies their needs, wants and expectations. You can use programmed key phrases, requests or emotions to detect trends in real time or through a library of past calls. These features help you gauge how to best address any issues and improve overall customer experience.

Strategy and Execution

Data gathered by a speech analytics platform allows you to see how your business operations are being affected by COVID-19. The data collected offers the opportunity for timely modifications of strategies for operational and consumer-relation improvements.  Analyzing important metrics such as employee performance and consumer behavior can be the difference between maintaining business continuity and falling behind during this period of change.