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Rohan is a content specials with experience writing about topics in a range of industries, including customer service, insurance, and real estate.

The Value Of Speech Analytics To Better Understand Your Customers

Businesses are often so focused on targeting the masses that they tend not to address the specific needs of their customers. While they know who their target audience is, the tools they have at their disposal are not sufficient to help organisations gain a comprehensive understanding of their customers. Regardless of industry, a business’s customers come in all shapes and sizes. Aside from hailing from different cultural and social backgrounds each has their own reason for contacting a business, whether it’s to follow up on a purchase, lodge a complaint, report a problem or inquire about a product or service. As the point of contact between the company and the outside world, it’s a call centre agent’s responsibility to engage customers in a way that is more responsive and provides more val...