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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


2022 Buyers Guide Omnichannel

Page: 12
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
3Fiftynine

CardBoard
This real-time walldisplay is able to show every form of contact in a clear wallboard, with the necessary KPI’s per channel; like phone, chat, etc.

3.) 
Alvaria

Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.

4.) 
Call Tracking Metrics

Today’s customers aren’t always willing to pick up the phone to talk to a business, which is why an omnichannel communications strategy is essential. Because our software tracks chats, texts, and form submissions in addition to calls, we make it easy for you to interact with customers in their preferred method of communication. Take your strategy to the next level by utilizing our automated tools which can generate instant communications back to your customers as soon as they contact you.



5.) 
CCT Solutions

CCT ContactPro
ContactPro empowers agents to efficiently serve customers in today's demanding world of Omni-Channel communication. The state-of-the-art technology solution helps contact centers to leverage their existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction.

With a strong focus on Omni-Channel functionality ContactPro defines a new method for integrated traditional voice contacts, emails, fax and documents with modern web and smartphone communication for any WebRTC, chat, assistant browsing and file sharing, online presence, SMS/IM (text) and social media activities. Additionally, the web supervisor functions provide simple reporting and full me...
(read more)

6.) 
Comm100 Network Corporation

Comm100
The Comm100 omnichannel customer experience platform powers real-time interactions via web, mobile, and messaging. We make it easy for organizations to answer questions, solve problems, and keep customers happy.

From front-line marketing and sales to ongoing service and support, Comm100 enables great digital experiences that drive revenue without increasing costs.

7.) 
ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
(read more)

8.) 
Consilium Software

Consilium UniVCX™
You may have seen the meme going around that captures what tipped the balance towards digital. The questionnaire asks, “who is driving your digital transformation?” After “CEO” and “chief digital officer”, the third option is “Covid-19” highlighted with a red circle. The pandemic has been tragic in the toll it has taken on the lives and health of the global population, forcing billions to stay at home. Yet, it has also been a catalyst for change in a bigger way than any event since the last world war. Who would have thought that a bank would lend a new customer a million dollars or more based on a video inspection of the mortgaged property and without any physical paperwork or face-to-face K...
(read more)

9.) 
CTCOMM

Whatsapp
Facebook
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Linkedin
Youtube

10.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

11.) 
eGain Corporation

eGain
eGain omnichannel customer engagement solutions power digital transformation for leading brands.

Guided by AI, knowledge, and connected analytics, eGain’s customer engagement suite enables excellence in digital-first, omnichannel customer engagement across digital self-service, including virtual assistance, messaging, chat, social, and email, seamlessly integrated with voice.

Based on a unified platform, the solution is trusted by blue-chip brands for customer engagement at scale that is effective, efficient, and consistent, while being compliant with best practices and industry regulations.

12.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

13.) 
ethosIQ, LLC

Customer Engagement Platform
The Customer Engagment Platform (CEP) collects multichannel interaction and application data from all channels, across multiple systems, providing a single, complete data source for ethosAnalytics to access and display information in useful, usable ways. CEP provides companies with scalable and repeatable software for big data solutions.

14.) 
Eudata

Video Advisor
Directly engage customers through an effortless Video chat via your web page or mobile APP with a secure platform. Escalate from an existing chat or create a brand new video conversation, use desktop sharing and co browsing, record and track every step of the customer journey

15.) 
Fusion E-Solutions LLC

omnichannel support service, BPO services
We help businesses in their administrative and repetitive jobs as a be-fitting virtual assistant service provider. With an objective to reduce in-house burden, save time & money, and regain focus, we show flexibility in working 24/7 for clients with dynamic needs.

16.) 
Hodusoft Pvt. Ltd.

Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.

HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.

HoduCC allows customer support teams to provide personal, productive phone...
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17.) 
ICR Evolution

ICR Evolution
We are omnichannel. We know that your clients want to be able to contact you through any channel, whether it is via telephone, social customer service (WhatsApp, Telegram, social networks), email, self-service, outbound or live chat. That is why we think about each improvement with the omnichannel experience as the main focus. ICR Evolution has been designed to exceed your customers' expectations, offer an excellent and consistent experience across all channels, increase productivity and retain talent in your company. We make it possible thanks to features such as Intelligent Contact Routing, Self-Service with Voice Recognition (IVR), Predictive Dialer, CTI, Scripting and Flow Design Tools, and Omnichannel Communications Management.

18.) 
Ivonesia Solusi Data

Sociomile
Elevate your service quality and experience a seamless and more personalized customer care solution to get a happier customer journey that transforms into loyalty.

19.) 
Lieber & Associates

Omichannel Migration Consulting Services
Lieber & Associates provides technology, management, and operations consulting services to transform departments into omnichannel contact centers. After assessing current operations, the firm delivers a roadmap for testing and implementing technology, metrics, training, and any staffing required to meet omnichannel goals. The firm also advises on programs to migrate customers to the new channels.

20.) 
MightyCall

A premier yet affordable VoIP phone system, working from home—or anywhere—has never been easier than with MightyCall, a no-hardware, no-nonsense solution for SMB.
 
Page: 12



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