In recent times, employee wellbeing has been on top of the agenda for both employees and employers but with more emphasis now being put on customer service than ever before, those working in this field are facing increased stress. To help customer service teams cope with this mental pressure, companies should look to artificial intelligence. This is according to CallCabinet.
Using AI-driven speech analytics, businesses gain the ability to understand and process keywords, phrases, and terms. Advanced acoustic algorithms can now even measure and evaluate voice pace, volume, pitch, tonality, and other factors to determine emotions behind words, accurately capturing the sentiment of each interaction, which can then be used for training. The same sentiment analysis tools that can monitor performance of customer service agents and help supervisors train employees can also work to spot patterns that might signify mental health concerns. These include repeated negative customer interactions, frequent silences, raised voices, and profanity directed at the staff member.
Simon Peters, Managing Director at CallCabinet commented: “The pandemic has pushed companies to adopt a more customer-centric approach and customer service agents are under more scrutiny than ever before. Agents’ jobs require constant speed and attention to detail, under the scrutiny of both customers and supervisors. In fact, more than 65% of people have higher expectations for customer service today than they did three to five years ago, which has led to increased demands and stresses on many agents.
“By implementing the right tools to customer service teams, companies can not only expect to deliver a better customer experience, but along with it happier, more efficient, and more loyal staff. Adopting AI-driven recording and speech analytics is key to achieving this.”
Capturing both sides of a conversation using voice recognition software used to be difficult, but technology has moved on, and is now capable of separating the callers voice from the agents, enabling more granular analysis and allowing the true potential of AI to come to the fore. By layering screen and video capture into the mix, the organisation can also harness this data to build a complete and accurate profile of interactions between different audiences.
Danny Carr, Financial Services Specialist at CallCabinet added, “Using cloud-based call recording for speech and voice analytics means that all calls can be recorded in real time, with custom dashboards to spot these occurrences either for one-off calls that are flagged to supervisors to follow up with ‘a coffee and a quick chat’ or with trends over time escalating to indicate a deeper intervention might be needed. This is particularly important in financially regulated industries where advice is being given.
“While recordings of negative interactions can be used to improve performance, it’s vital for businesses to also look at positive interactions, to single out employees for praise and to promote best practice. All businesses should to focus on applying the right mix of culture and processes first to support employee wellbeing – but the proper use of technology will help them see the indisputable business and personal benefits that agent wellbeing delivers”, concluded Carr.