Listening Methods recognizes that every business needs to identify and quantify IVR self-service opportunities to drive increased call containment, reduce agent headcount, and improve customer satisfaction. Our Sound Analytics™ solution automatically uncovers IVR self-service opportunities that empower measurable improvements in as little as 30 days – improvements that drive increased customer satisfaction and reduce operational expenses.
Our unique self-contained appliance and analytic software quickly establishes a baseline of IVR self-service performance. It automatically identifies and quantifies issues rank ordered by their cost impact to the business and effect on customer experience. This detailed intelligence enables you to target the most critical issues first to deliver high-value improvements.
Once installed, our Listening Methods Sound Analytics™ solution proactively measures performance to goals on an ongoing basis and enables management to ensure that containment goals are met and customer satisfaction is maintained.
Listening Methods’ approach employs multiple engagement models to fit a contact center’s requirements. Each engagement begins with an assessment of your contact center’s IVR self-service initiatives and the data that supports them. Listening Methods assessments provide a critical view into current processes used to measure performance of contact center initiatives and deliver a set of actionable recommendations that maximize performance to goals in alignment with overall corporate objectives.
Listening Methods Sound Analytics™ solution installs quickly, requiring no back-office integration or extensive use of IT staff. Our approach delivers unparalleled results in a shorter time frame than any self-service analytics solution.
Listening Methods systems don’t stop with improved customer service and lower costs – our Sound Analytics™ solution supports a continuous cycle of improvement to maintain call containment and monitor customer experience.
Listening Methods’ unique approach employs a self-contained appliance with software to automatically analyze an unprecedented number of customer interactions and deliver lasting results.
