Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Vital Steps To Get The Best Out Of Speech Analytics - Sestek - ContactCenterWorld.com Blog

Vital Steps To Get The Best Out Of Speech Analytics

VITAL STEPS TO GET THE BEST OUT OF SPEECH ANALYTICS

Here’s the bottom line. Speech analytics is a must-have solution if you are willing to increase the effectiveness of your contact center. DMG Report’s estimation shows us that the adoption rate of speech analytics on a worldwide basis was 35% as of 2019, assuming that there were 19,5 million contact center seats at the end of 2018. Close to 7 million seats benefit from this technology.

However, you must have a clear vision of what you’ll do with such a solution like this. Most of the customers can’t get enough of speech analytics because they don’t know what to do and how to do with the valuable data they have in their hands.

I’ll try to give a couple of tips that can be useful if you have, or plan to have speech analytics;

WHAT TO DO

First, you must define what you expect to do with speech analytics. These expectations generally lead you to three basic outcomes;

  • Cost optimization
  • Increase Agent performance
  • Increase customer satisfaction

So, you must think of what to do to reach these outcomes. For example, ATT (Average Talking Time) analysis leads you to take actions for reducing overall ATT averages and these actions’ outcome is cost optimization. Setting up AQM (automated quality management) forms and integrating them with your agents’ performance management leads you to agent performance increase. Thus, you must have a couple of clear and outlined plans before jumping on the speech analytics world.

HOW TO DO IT

To get the most out of speech analytics, you’ve cleared your targets and now you know where to go. To reach your destination, there are 3 steps that you must go thru:

Preparation of data: You have a huge amount of transcribed data, that’s brilliant. You can see every call’s transcription by double clicking on it and yes, it is very fancy. However, the data is still huge, and you must structure your data to make sense of it. Speech analytics products offer different features like queries, topics, categories and by using these features. You can find the complaining customers and see in which call category your customers are complaining the most or see which of your calls categories have the highest ATT averages.

This is important because that you can extract specific types of data sets from thousands, or sometimes millions of interactions.

Getting deeper: Imagine that you’ve found out you have the highest ATT averages in a certain call category. Now what? Most of the speech analytics users waits for the speech analytics systems to hold their hands and take them to the action phase by themselves. In truth, speech analytics only shine a light on your path to action phases. You have to plan and take these steps.

After you have found a lead like above, you can use the root-causes analysis features of speech analytics products to dig out the insights. At this step, speech analytics show you what to find such as the words/sentences that are being used the most. Or point out thee conversational metrics like hold duration averages, silence ratios etc. You are to decide which makes sense or which doesn’t. Because no other product or team knows your operation better than you.

Take action: So, you’ve found the main reason behind the call category which has the highest ATT averages. Let’s say that agent desktop applications work very slow and because of that you’ve seen the average hold duration is high, agents generally use phrases such as “my screen is slow” etc. Now it’s the time to act. That’s where you shake hands with speech analytics and thank it for its services, because now the ball is in your court to fix this problem with your IT department. You have solid proof about the problem, and it is your responsibility to organize related teams on how to fix it. If you take action, observe and see that the average ATT for this certain category has been decreased, congratulations, you’re ready for your next mission with speech analytics.

Author: Fahrettin Yılmaz, Presales & Partner Enablement Consultant

Source: https://www.sestek.com/2019/11/vital-steps-to-get-the-best-out-of-speech-analytics/

Publish Date: November 25, 2019 5:00 AM


2020 Buyers Guide Translation Services

 
1.) 
OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

*T...
(read more)
PH: 1+480-435-9390

2.) 
Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 



View more from Sestek

Recent Blog Posts:
The Pillar of a Successful Conversational Journey: Speech RecognitionOctober 10, 2020 5:00 AM
Reducing Customer Complaints with Speech AnalyticsAugust 12, 2020 5:00 AM
Gartner Recognizes Sestek’s Speech-to-Text TechnologyMay 13, 2020 5:00 AM
How does Conversational AI strengthen your business in tough times?May 4, 2020 5:00 AM
AI: The Secret Weapon for HealthcareMarch 28, 2020 5:00 AM
A New World Without Artificial Stereotypes and Biases with Artificial Intelligence: Why Not?February 7, 2020 5:00 AM
What will 2020 bring to conversational AI?January 23, 2020 5:00 AM
Vital Steps To Get The Best Out Of Speech AnalyticsNovember 25, 2019 5:00 AM
Anticipating Customer Intent Better with Predictive AnalyticsOctober 31, 2019 5:00 AM
Boost Call Center Performance with AI and Agent CollaborationAugust 19, 2019 5:00 AM

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =