{"id":1777,"date":"2015-08-27T07:07:00","date_gmt":"2015-08-27T07:07:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-08-27T07:07:00","modified_gmt":"2015-08-27T07:07:00","slug":"no-matter-the-client-dissecting-customer-calls-pays-off","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/no-matter-the-client-dissecting-customer-calls-pays-off\/","title":{"rendered":"No Matter the Client, Analyzing Customer Calls Pays Off"},"content":{"rendered":"

August 27, 2015<\/p>\n

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We\u2019ve all heard the term, but unless you\u2019re actually involved in implementing it, how much do you really know about speech analytics?<\/p>\n

It\u2019s a topic that Gerald Sinclair, WFO practice manager at Uptivity, an inContact Company, addressed in a recent blog post<\/a>, and he made some key points worth sharing.<\/p>\n

\u201cSpeech Analytics is one of those solutions that sound great\u2014and we\u2019re so excited to try them out\u2014but eventually end up being shelved because they fall out of favor,\u2018 Sinclair said. \u2019This happens mainly because we\u2019ve forgotten how to \u2026 use it.\u201d<\/p>\n

\"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.<\/p>\n

To that end, Sinclair outlined some steps needed to get a speech analytics program up and running at your company:<\/p>\n

Build Your Dream Team:<\/strong> \u201cSpeech 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,\u201d he said. \u201cThis cross-functional team should consist of members of the operations department and, ideally, should also include representation from executive management.\u201d<\/p>\n

Spreading the Word Throughout Your Organization:<\/strong> He advises making your entire organization aware of its existence and functionality. \u201cSpreading the word about Speech Analytics results throughout your enterprise is a great way to increase product awareness.\u201d<\/p>\n

Make the Most of It:<\/strong> Achieving ROI with speech analytics depends on how you use the product. \u201cHave your dream team represent the organization; brainstorm the challenges faced by various departments and map them out on a whiteboard,\u201d Sinclair suggests.<\/p>\n

Rifle or Shotgun?<\/strong> \u201cMany organizations use a \u2018shotgun\u2019 approach and try to tackle all the challenges at once,\u201d he notes. \u201cThis 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.\u201d<\/p>\n

With a little practice and consistency in applying these techniques, you\u2019ll be at the forefront of speech analytics and become a model of success in analytics, Sinclair concludes. \u201cSet the trend that others will follow by either purchasing or dusting off their own solutions.\u201d<\/p>\n

To read his full blog post and see more suggestions, click HERE<\/a>.<\/p>","protected":false},"excerpt":{"rendered":"

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 salient points worth sharing. “Speech Analytics […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1777","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1777","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/comments?post=1777"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1777\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media?parent=1777"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/categories?post=1777"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/tags?post=1777"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}