5 Top TipsTo deploy and benefit from using Real-Time Speech Analytics

within customer experience Simon Adnett & Niels S. Richthof

Real-Time Speech Analytics

Speaking RateChecks tempo of speech. Are they speaking in

moderate

tempo?

VolumeMeasure how loud the voice of the agent is heard.

Stress LevelTrack the emotionality of agent and customers.

Cross TalkingDoes the agent interrupt the customer? Or vice versa?

Speech RatioHow much of a call is the agent speaking and how

much the customer?

Signal QualityIs there jitter on the line or does the signal clip or maybe

there is noise?

Dynamic RangeDoes the voice not sound natural? Maybe a broken

microphone or a second voice heard in the background.

PauseMeasures length of pauses and length of speaking

passages.

Meta DataPass metadata through the system and combine your

existing data with the Speech Analytics results.

Evaluators – Base License

Real-Time Speech Analytics

Required PhrasesFor necessary phrases and keywords in

calls.

Good PhrasesGood but optional keys and phrases to

mention.

Bad PhrasesBad phrases and keywords. Agents

shall not use them!

Dialog PairsQuestion and answer checked together.

Did the customer really agree with

„yes“?

CategoryTo categorize calls via phrases and

keywords mentioned in close proximity.

Phrase ClearnessChecks clarity of speaking. Are they

speaking understandable?

Evaluators – Phrase Recognizer Module

1

What do you want to learn?

1. What do you want to learn?

Simon Says…

◆ Identify data that is useful

◆Understand how you want to measure it

2

Preparation of call centre scripts

and call types (or categories)

2. Preparation of call centre scripts and call types (or categories)

Simon Says…

◆Make sure you are analysing the right things on the right calls

◆Ensure your scripts make it clear what the agent should be saying

‒ Are they easy to follow?

3

How will you make changes from

what you learn?

3. How will you make changes from what you learn?

Simon Says…

◆ Check your business structure supports making changes based on what you learn

◆ Make sure there are the mechanisms in place to enable the necessary changes

◆ Ensure this all fits into your quality management strategy‒ Do you have the necessary quality structure in place?

◆ Implement the necessary training programs

4

How does this fit into your Voice of

the Customer strategy?

4. How does this fit into your “Voice of the Customer” strategy?

Simon Says…

◆Separate the customer sentiment of the business from that of the agent

◆Make Quality Management and Agent Evaluations about the agent

◆Consider how you coach your agents to address your CX

5

Run it silently

5. Run it silently

Simon Says…

◆Run it silently to collect the actuals before introducing a new technology to agents and driving change‒ This allows you to create a benchmark against

which improvements can be measured

◆ This can help steer your message to the agents‒ Change is scary, but so is measurement