Mary Ward | Sr Solutions Consultant Mary.Ward@Aspect · AVERAGE HANDLE TIME Optimal COMPLIANCE...

1

©2018 Aspect Software, Inc. All rights reserved

©2018 Aspect Software, Inc. All rights reserved

SPEECH ANALYTICS DEMYSTIFIED

Mary Ward | Sr Solutions Consultant

Mary.Ward@Aspect.com

1

AGENDA

2

• Engagement Analytics – How It Works

• Demonstration

• Questions, Use Cases and ROI

3

©2018 Aspect Software, Inc. All rights reserved

ENGAGEMENT ANALYTICS EXPLAINED

Transcription &

acoustic measurements

(redacted)

Use case specific

automated tagging

(language patterning)

Compliance, behavior &

targeted coaching and

marketing insight

Use case specific

scoring, trending

& tracking

100% of

Interactions

Audio

Values

Metadata

Values

Chats

Surveys

Text Messages

Emails

Twitter

Recorder MetadataAgent, Date/Time, Duration, DNIS, CallType,etc.

CRM DetailsCustomer Type, Demographic Data

IVR Data

Calls

With metadata

Other Data

4

©2018 Aspect Software, Inc. All rights reserved

ENGAGEMENT ANALYTICS EXPLAINED

Transcription &

acoustic measurements

(redacted)

Use case specific

automated tagging

(language patterning)

Compliance, behavior &

targeted coaching and

marketing insight

Use case specific

scoring, trending

& tracking

100%Interactions

With metadata

This is my third time calling! You overcharged me on my last bill. I need to speak with a manager.

Thank you for calling ABC Corp. How can I help you?

May I confirm your name, address and email address?

I’ve already given that information to the previous agent. This is ridiculous!

AgitationWord TempoSilence

5

©2018 Aspect Software, Inc. All rights reserved

ENGAGEMENT ANALYTICS EXPLAINED

Transcription &

acoustic measurements

(redacted)

Use case specific

automated tagging

(language patterning)

Compliance, behavior &

targeted coaching and

marketing insight

Use case specific

scoring, trending

& tracking

100%Interactions

With metadata

Proper Greeting

Right Party Contact

EmpathyCompliance Language

Dissatisfaction AgentEffectiveness

PolitenessDisputeLanguage

CloseLanguage

This is my third time calling! You overcharged me on my last bill. I need to speak with a manager.

Thank you for calling ABC Corp. How can I help you?

May I confirm your name, address and email address?

I’ve already given that information to the previous agent. This is ridiculous!

6

©2018 Aspect Software, Inc. All rights reserved

ENGAGEMENT ANALYTICS EXPLAINED

Transcription &

acoustic measurements

(redacted)

Use case specific

automated tagging

(language patterning)

Compliance, behavior &

targeted coaching and

marketing insight

Use case specific

scoring, trending

& tracking

100%Interactions

With metadata

AGENT

QUALITY

72

CALL CLOSE

HIGH

DISATISFACTION

76

AVERAGE

HANDLE TIME

Optimal

COMPLIANCE

LANGUAGE

HIGH

AGENT

EFFECTIVENESS

Medium

7

©2018 Aspect Software, Inc. All rights reserved

ENGAGEMENT ANALYTICS EXPLAINED

Transcription &

acoustic measurements

(redacted)

Use case specific

automated tagging

(language patterning)

Compliance, behavior &

targeted coaching and

marketing insight

Use case specific

scoring, trending

& tracking

100%Interactions

With metadata

Search, Trend, Discover

Compare, Report

ANALYZE

Automated Quality or

Performance Management

FEEDBACK

Exporting Data to 3rd

Party Applications

API

8

©2018 Aspect Software, Inc. All rights reserved

ENGAGEMENT ANALYTICS IN ACTION

First Call Resolution

Issue/Problem

Process Issue

Product Type

Call Type

Interaction Channel

❑

❑

❑

❑

❑

❑

What do analysts want to

know about a call?

I CALLED LAST WEEK

ABOUT A PROBLEM WITH

THE WIDGET

CUSTOMER SUPPORT

WEBSITE BUT

I DIDN’T GET A RESPONSE

9

©2018 Aspect Software, Inc. All rights reserved

ASPECT ENGAGEMENT ANALYTICSDEMONSTRATION

10

©2018 Aspect Software, Inc. All rights reserved

Top Benefits

from Contact

Center Analytics

ENSURE legal Compliance• Fair Debt Collections Practices Act

• Mini-Miranda • PCI DSS • HIPAA

IMPROVE Agent Quality/Productivity • Reduce average handle time

• Increase first call resolution

• Improve compliance with best practices

IMPROVE Marketing Effectiveness• Measure results of product promotions

• Discover customer preferences

INCREASE Sales• Increase number of offers

• Increase effectiveness of offers

• Discover reasons for acceptance and rejection of offers

INCREASE Customer Satisfaction• Decrease churn

• Increase customer loyalty and NPS

11

©2018 Aspect Software, Inc. All rights reserved

WHERE CAN WE IDENTIFY ROI

Speed to Intelligence

• Validation of performance

• Key drivers of sales and retention

• Understanding of consumer behavior (marketing, sales, churn)

Silence Detection

• Lower efficiencies, cost and increase service levels

Long Call Analysis

• Identify drivers and impact of long calls

Reduction in AHT

• Agent efficiencies gains reduce overall handle times

Re-Allocation of QA Staff

• Automation of performance and scoring allows for FTE to be reallocated

Agent Ramp and Attrition Improvement

• Constant and definable feedback key to agent performance

ROI

12

©2018 Aspect Software, Inc. All rights reserved

REDUCE EXCESS HOLD AND DEAD AIR

13

©2018 Aspect Software, Inc. All rights reserved

IDENTIFY DRIVERS OF CALLS

• Out of all my calls, 41% discuss Charges or Fees

• You can filter for calls with Charges or fees to drill down on reasons

• Continue search with Online Questions/Issues to identify call drivers

14

©2018 Aspect Software, Inc. All rights reserved

TARGET SPECIFIC AREAS FOR COACHING

15

©2018 Aspect Software, Inc. All rights reserved

THANK YOU!

MARY WARD | SR SOLUTIONS CONSULTANTMARY.WARD@ASPECT.COM

1

5