Speed Vital to Speech Analytics

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Jason Napierski looks at why it’s important to see results from speech analytics in a timely manner.

1. If it takes three months, it defeats the point

While speech analytics solutions are currently in use in roughly a quarter of organisations (predominately used by services, outsourcing, and finance organisations), meaningful, actionable intelligence requires information that can be synthesised and acted on in a timely fashion.

In other words, if it takes three months for information to get out of the system, it defeats the point of having speech analytics technology in the first place.

2. Everyone should be able to act promptly on the information

Information captured from speech analytics solutions isn’t meant to be disseminated to company leadership alone. In fact, a key benefit of this technology is being able to uncover performance insights and agent satisfaction metrics that can be used to motivate and empower agents to improve their performance.

In that sense, it’s critical to be able to turn voice data into intelligence so that everyone – from agents to key decision makers – can promptly act on it.

With CallMiner RPM (a results assurance program for contact analytics), companies pay only 85% of their analytics subscription price until their desired benchmarks are achieved.

This multi-step results assurance program is designed to help customers achieve quick wins and targeted returns with speech analytics.

3. Capture everything with a cross-channel speech analytics system

With customers now relying on multiple communications channels (voice, email, live chat, social, etc.), it’s becoming increasingly important for companies to meet customers on the channels they prefer to use.

Research shows the multi-channel analytics market is predicted to more than double over the next five years, indicating that companies are embracing multi-channel analytics in an effort to unify the view of the customer across channels.

However, efficiently collecting and analysing data (including metadata) across channels can be challenging, especially when the customer experience is on the line (e.g. a customer who has to repeat information already provided via another channel may become frustrated, thus escalating the call).

For this reason, it’s important to have a cross-channel speech analytics system in place, which can quickly and easily capture information across channels in one application.

Jason Napierski

Final Thoughts

As speech analytics technology continues to evolve, it’s likely that the speed at which results are delivered will also improve.

This is especially important in today’s consumer-driven landscape, with customers expecting responses and solutions to their queries and concerns in close to real time.

With thanks to Jason Napierski at CallMiner

Author: Megan Jones

Published On: 29th Oct 2014 - Last modified: 22nd Mar 2017
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