Getting Started with Speech Analytics Final · 2017-11-16 · Goals Driving Analytics Initiatives...

Getting Started With Speech Analytics:

What You Need To Know

Ann ThayerAccount ManagerCallFinder

Chris LawsonManaging PartnerLawson Concepts

Today’s Agenda

Introduction to speech

analytics

Speech analytics

strategies

Secrets of success

Examples

Misconceptions and

myths

Creating a blueprint

Governance

How others are

succeeding

What You’ll Learn

Confronting Challenges Query data Sort Filter Educated guess

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How Does Speech Analytics Work?

Indexing

SearchableAudio

Recorded Calls

What Does It Look Like?Analytics Dashboard | Call Scorecards | Call Records

How To Start Using Speech Analytics?

Goals Driving Analytics Initiatives

21%

Source: Aberdeen Group – Speech Analytics: Listen to your Customers

48%

29%

25%

21%

Insight into customer experience with their product or service

Evaluate employee performance

Monitor customer responses to competition & services

Monitor the customer experience such as on-hold, transfers, or any other interaction processes

Last Week

This Week

Common Misconceptions

8

25% 40% 38%

-5%

FIX IVRMENU

3.2

Overcoming Stumbling Blocks

Have resources in place to use speech analytics

Create governance model to leverage the data

Blueprint: Starting With Speech Analytics

Vision

Assess

Requirements

StrategyAnalysis

The Governance Model Resolution Culture Dysfunction Accountability

Change Management

Review Calls

Identify Issues

Impact Analysis

Solution Design

Implement

Track & Measure

Managing Speech Data & Analysis

Resources

Quick results

Early ROI

Focus on improvement

Voices (Outside In vs. Inside Out)

I’m trying to explain sir….

This is my third call …

She’s clueless!

He’s a jerk!

Voice Of Customer Voice Of

Organization

Operational Methods

Compliance

ProcessImprovement

QA

Projects

Services

Products

Trends

?

EXAMPLESGetting Started with Speech Analytics

Reducing Unnecessary Call Volume

What’s the password?

“RESET”

Increasing Customer Retention

“Ridiculous”

Improving Customer Experience

Increasing Service Effectiveness

Category Category Phrase Category ScoreCall Opening Greeting 7.7%

Branding

Problem Solving Skills Ask customer to describe problem 41%Ask questions to clarify understanding

Solution Presentation Affirm understanding of problem 51.3%Present SolutionAgree on Solution

Call Closing Confirm customer understanding 55.1%

Team Score: 38.8%

Operationalizing

Resources

Governance Model

Blueprint

Problem Solving

— ALBERT EINSTEIN

CallFinder’s Free Assessment of YourAgent-Customer Conversations

Define needs and goals together.

We analyze recorded conversations for content discovery.

We build search categories specific to call content and goals.

You receive top-level insights.

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Steps of Free Assessment Engagement

Contact Us

Chris Lawsonchris.lawson@lawsonconcepts.comwww.lawsonconcepts.com

Ann Thayerathayer@mycallfinder.com1-800-514-0436www.mycallfinder.com