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Speech Analytics - What you should be tracking

Speech Analytics - What you should be tracking

In today's fast-paced business environment, understanding customer needs and preferences is crucial for driving growth and maintaining a competitive edge. Traditional methods of gathering customer insights like surveys and feedback forms can be time-consuming and may not always provide accurate data. This is where speech analytics comes into play - a powerful tool that allows businesses to gain valuable insights by analyzing customer conversations. In this article, we will explore what speech analytics is and what aspects you should be tracking to enhance your customer experience.

What is Speech Analytics?

Speech analytics is the process of analyzing customer interactions, such as phone calls, chats, and voice recordings, to gather meaningful insights. Using advanced technology, speech analytics tools can transcribe and interpret spoken words, emotions, and intents, providing businesses with valuable data to drive informed decision-making. By extracting key insights from these interactions, you can identify trends, measure customer satisfaction levels, detect sales opportunities, and pinpoint areas for improvement.

Benefits of Speech Analytics

Speech analytics offers numerous benefits for businesses:

Improved Customer Experience: By analyzing customer interactions, you can identify pain points, understand customer sentiment, and optimize your processes accordingly. This allows you to provide personalized solutions, resulting in enhanced customer satisfaction and loyalty.

Increased Sales and Revenue: Speech analytics helps you uncover sales opportunities by analyzing customer conversations for keywords and phrases related to upselling or cross-selling. By identifying these opportunities, you can train your sales team to make more targeted offers, ultimately driving higher revenue.

Enhanced Compliance and Risk Management: Speech analytics can help you ensure regulatory compliance by analyzing conversations to detect any potential compliance breaches or fraudulent activities. By proactively addressing these issues, you can mitigate risks and protect your brand reputation.

What Should You Track with Speech Analytics?

To make the most out of speech analytics, it is important to track the right metrics and parameters. Here are some aspects you should consider:

Customer Sentiment: Analyzing customer sentiment can provide insights into how they feel about your products or services. By tracking sentiment scores, you can identify areas where customers are dissatisfied and take appropriate actions to improve their experience.

Keywords and Phrases: Identify specific keywords and phrases that indicate customer interests, pain points, or specific requirements. This data can help you tailor your products, services, and marketing strategies to better meet customer needs and preferences.

Agent Performance: Analyze agent interactions to evaluate their performance in terms of customer satisfaction, compliance adherence, and sales effectiveness. This allows you to identify training needs, reward top performers, and enhance overall team performance.

Root Cause Analysis: Identify the root causes of customer dissatisfaction or complaints by tracking common issues. This data can help you address recurring problems and improve your processes to prevent future incidents.


Speech analytics provides businesses with a powerful tool to gain valuable insights from customer interactions. By tracking metrics like customer sentiment, keywords, agent performance, and root causes, you can optimize your processes, enhance the customer experience, drive sales, and mitigate risks. Incorporating speech analytics into your business strategy can help you stay ahead of the competition and meet the ever-growing demands of your customers.

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