CONNECT 13 - Preparing for Analytics - Four Steps to Success

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Preparing for Analytics

Four Steps to Success

Gerald SinclairProduct Specialist

Preparing for Analytics

• What is speech analytics?

• Determine how analytics can help– Traditional analytics use cases

• Develop your game plan– Determine your criteria for success

Step 1 - Benefits of Speech Analytics

• Categorize types of calls• Track reasons for calls• Revise key terms and phrases• Monitor daily performance• Better understand performance• Monitor emerging trends• Uncover significance of trends• Optimize center performance

Step 1 - Sample Use Cases

• Marketing: What are customers saying about our offering?• Adherence: Are agents handling calls at required standard?• Trends: Why is call volume changing? • Churn: What is causing agents/customers to leave?• FCR: What is enabling first-call issue resolution?• AHT: What factors are affecting call duration?

Step 2 - Selecting a Solution

• Which tool best meets our goals?– Different speech analytics solutions– Pros and cons of various analytics

engines • LVCSR- Large Vocabulary Continuous Speech

Recognition• Phonetics• Direct Phrase

– Budgeting and Resources

Step 2 - What is Phonetics?

• Phonetic-based speech analytics– English has 40 phonemes (smallest units of sound)

• “G r ei d ei” sounds like “Grade A” or “Grey Day”

• Phonetics-based analysis has many benefits– Index quickly: 60 seconds of audio in 1 second– Index jargon, brand names, slang and foreign

words– Analyze 100% of call records to catch important

ones– Phonetics analysis uses less computing power

Step 3 - Prepare for Analytics

• Develop your game plan– Plan deployment– Resource planning– Configuring the system

Step 3 - Plan Deployment

• Gather stakeholder inputs for optimal outcomes– Address current and emerging needs

• Determine key words or phrases for areas analyzed

• Establish baselines and 3- and 6-month goals for areas where analytics is deployed

Step 3 - Resource Planning

• Determine IT and staff resources – Dedicated skilled staff?– Employ Professional Services?– Employ Managed Services?– Determine cloud versus on-premises deployment– Configure the system

Step 3 - Configure System

• Installation and initial configuration• Tuning the system– Adding key words and phrases– Reporting

Analyze Report Improve

Analyze interactions, collect actionable intelligence, alert staff to take action

Analyze contact handling with speech analytics

Coach and train agents. Modify processes to achieve improvements

Step 4 - Move the Needle

Questions?

Thank you!

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