connect 13 - preparing for analytics - four steps to success
DESCRIPTION
Expert Gerald Sinclair presents the four steps to success in implementing a speech analytics practice in a contact center: 1) knowing what speech analytics is, 2) selecting the best solution, 3) preparing to deploy it, and 4) making it work for you. Gerald highlights best practices discussed in CallCopy's recent white paper on preparing for analytics to maximize its value to your enterprise.TRANSCRIPT
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Preparing for Analytics
Four Steps to Success
Gerald SinclairProduct Specialist
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Preparing for Analytics
• What is speech analytics?
• Determine how analytics can help– Traditional analytics use cases
• Develop your game plan– Determine your criteria for success
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Step 1 - Benefits of Speech Analytics
• Categorize types of calls• Track reasons for calls• Revise key terms and phrases• Monitor daily performance• Better understand performance• Monitor emerging trends• Uncover significance of trends• Optimize center performance
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Step 1 - Sample Use Cases
• Marketing: What are customers saying about our offering?• Adherence: Are agents handling calls at required standard?• Trends: Why is call volume changing? • Churn: What is causing agents/customers to leave?• FCR: What is enabling first-call issue resolution?• AHT: What factors are affecting call duration?
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Step 2 - Selecting a Solution
• Which tool best meets our goals?– Different speech analytics solutions– Pros and cons of various analytics
engines • LVCSR- Large Vocabulary Continuous Speech
Recognition• Phonetics• Direct Phrase
– Budgeting and Resources
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Step 2 - What is Phonetics?
• Phonetic-based speech analytics– English has 40 phonemes (smallest units of sound)
• “G r ei d ei” sounds like “Grade A” or “Grey Day”
• Phonetics-based analysis has many benefits– Index quickly: 60 seconds of audio in 1 second– Index jargon, brand names, slang and foreign
words– Analyze 100% of call records to catch important
ones– Phonetics analysis uses less computing power
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Step 3 - Prepare for Analytics
• Develop your game plan– Plan deployment– Resource planning– Configuring the system
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Step 3 - Plan Deployment
• Gather stakeholder inputs for optimal outcomes– Address current and emerging needs
• Determine key words or phrases for areas analyzed
• Establish baselines and 3- and 6-month goals for areas where analytics is deployed
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Step 3 - Resource Planning
• Determine IT and staff resources – Dedicated skilled staff?– Employ Professional Services?– Employ Managed Services?– Determine cloud versus on-premises deployment– Configure the system
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Step 3 - Configure System
• Installation and initial configuration• Tuning the system– Adding key words and phrases– Reporting
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Analyze Report Improve
Analyze interactions, collect actionable intelligence, alert staff to take action
Analyze contact handling with speech analytics
Coach and train agents. Modify processes to achieve improvements
Step 4 - Move the Needle
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Questions?