Speech Analytics Helps Improve Contact Center Process And Quality: An EarthLink Case Study

As a customer-centric business with outsourced contact centers around the world, EarthLink was challenged with maintaining a high level of customer satisfaction and interaction quality across all of its centers, improving agent productivity while reducing costs, and finding ways to gain a competitive edge in its market. Through the deployment of a speech analytics solution, EarthLink was able to identify areas of need and implement improvements in its general processes. For example, this deployment helped EarthLink determine the root cause of a high number of transferred calls as well as improve processes related to agent coaching and maintaining a quality level for customer interactions.