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Before purchasing speech analytics, be sure to consider your needs and limits first and foremost and consider working with an independent provider who can provide an unbiased view on the solution that best matches these. Speech analytics has the potential to revolutionise how a contact centre manager monitors and improves staff performance, particularly in the areas of coaching, conflict resolution and up-selling.
There are several key factors which should be considered in order to ensure that a company invests in a solution that allows them to effectively utilise the information gathered using speech analytics software. Firstly, as obvious as it sounds, the solution needs to offer a high level of accuracy. The software selected should have a high recognition rate that can effectively measure the level of emotion of the caller and the agent. It is also vitally important to select a solution that offers speech analytics in real time.
Those solutions that analyse calls retrospectively are only able to identify problems once the caller has left the system, by which point they may already have decided to purchase from a rival supplier. Analysing calls in real time means that the speech analytics algorithm is running in the background, detecting words or phrases and changes in emotions.
This means that any customer grievances can be flagged to a supervisor and resolved on the spot, helping to achieve first-call resolution and increase overall customer satisfaction. Real-time speech analytics also enables contact centres to maximise any selling opportunities.
By analysing in real time, supervisors can make use of whisper functions, either to advise agents how to finalise a sale, or to offer guidance through a difficult call. In the most severe cases, an alert can be sent to a supervisor to intervene in a difficult call to resolve the situation. Finally, it is important to consider the ease of the product configuration as this will have considerable bearing on the cost effectiveness of the solution.
By choosing a solution that can be configured by individuals within the contact centre, companies are able to cut down on administration costs, as well as making it easier to react to ever changing business circumstances. Dave Paulding, Interactive Intelligence www. Speech analytics is a powerful tool that can fix, automate and improve many business processes within the contact centre and the wider organisation.
However, all speech analytics solutions are not equal, and there are many considerations that will influence choosing the right one. The solution should be proven, easy to use, integrate with existing recording technology, capable of being deployed on-premise, or hosted and offer real-time analysis and decisioning.
However, the over-arching question that should be asked is: What do you want to achieve by using speech analytics? So, whilst speech analytics is an excellent tool for revealing the decisive moments in these interactions, it is important to note that today customers are contacting service providers through an ever growing number of communication channels, ranging from the telephone, web, SMS, email and IM, through to social media and mobile apps.
So when a customer is on the phone with an agent, it is just one stop in their interaction journey which spanned different channels. Therefore, if you are only using analytics for speech you are listening to an ever smaller percentage of the overall interactions and missing out on the opportunity and benefit of owning the decisive moments occurring during these interactions. As channels evolve and new ways of communicating are introduced, the journey of the customer will continue to become more complex and demanding, and making the right investment now will future-proof the contact centre and the business.
Ideally, the combined solutions should offer a tightly integrated user experience, minimising or altogether eliminating the need to alternate between separate application interfaces. An array of flexible deployment and usage options should also be offered. Selecting a solution that effectively and pragmatically meets the needs of the business is truly important. In many cases, a more complex solution is disproportionate to what a company may actually require.
This can serve to increase deployment costs and lengthen the time to return on investment. For instance, an organisation primarily concerned with managing compliance, one of the most common drivers today for investigating speech analytics technology, may find that basic speech search functionality is appropriate for their needs.
That capability alone can deliver substantial time savings and greater accuracy and relevancy of results when reviewing large sets of audio data.
More complex implementations geared toward different business uses can prove a poor fit for many companies and become counterproductive. Kevin Burns, Managing Director, Oaisys www.
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