August 27, 2015
We’ve all heard the term, but unless you’re actually involved in implementing it, how much do you really know about speech analytics?
It’s a topic that Gerald Sinclair, WFO practice manager at Uptivity, an inContact Company, addressed in a recent blog post, and he made some key points worth sharing.
“Speech Analytics is one of those solutions that sound great—and we’re so excited to try them out—but eventually end up being shelved because they fall out of favor,‘ Sinclair said. ’This happens mainly because we’ve forgotten how to … use it.”
"Speech Analytics is a tool that can cost-effectively transform your organization and enhance the customer experience by analyzing your interactions, identifying trends, and helping your organization make decisions based on data that was once unavailable," he added.
To that end, Sinclair outlined some steps needed to get a speech analytics program up and running at your company:
Build Your Dream Team: “Speech Analytics is a solution that requires a cross-functional team to contribute to, participate in, and maintain in order to achieve optimal results and keep the solution relevant,” he said. “This cross-functional team should consist of members of the operations department and, ideally, should also include representation from executive management.”
Spreading the Word Throughout Your Organization: He advises making your entire organization aware of its existence and functionality. “Spreading the word about Speech Analytics results throughout your enterprise is a great way to increase product awareness.”
Make the Most of It: Achieving ROI with speech analytics depends on how you use the product. “Have your dream team represent the organization; brainstorm the challenges faced by various departments and map them out on a whiteboard,” Sinclair suggests.
Rifle or Shotgun? “Many organizations use a ‘shotgun’ approach and try to tackle all the challenges at once,” he notes. “This is not ideal for Speech Analytics, as it is more of an art than a science and takes time to optimize and analyze reports to ensure you are obtaining relevant data. We recommend that you start with a more focused approach, concentrating on one or two areas first.”
With a little practice and consistency in applying these techniques, you’ll be at the forefront of speech analytics and become a model of success in analytics, Sinclair concludes. “Set the trend that others will follow by either purchasing or dusting off their own solutions.”
To read his full blog post and see more suggestions, click HERE.