How to Make the Most of Your Contact Center’s Speech Analytics

Speech analytics work best when the correct processes are in place. Without the right objectives, you won’t know what to specifically measure. Without involving the rest of your team, you won’t be able to leverage the data you collect. Keep the following tips in mind to maximize your speech analytics efforts.

  1. Get Clear About Your Objectives

Speech analytics can be used in a variety of ways. Do you want to improve the customer experience? Do you want to enhance the skills of the sales team? Are you worried about quality assurance? Knowing which objectives you need to focus on will guide you when it comes to analyzing the data.

  1. Get Your Team on Board

When you’re giving your speech analytics regime an overhaul, everyone from management to your customer service agents need to be in-the-know. Whoever is going to be affected by the technology, particularly those who will benefit from it, should be involved. The best speech analytics programs don’t just involve technology, but also cooperation from various departments.

  1. Create a Training Program

If you’re setting up a new speech analytics program, your employees may benefit from some education and training. There are likely to be big changes when it comes to goal-setting, workflow, and how teams interact with one another. The speech analytics team and the contact center agents should have communication from the beginning. Agents will need to know how the new speech analytics plan will benefit them and the contact center as a whole.

  1. Prepare for Even More Change Than Expected

There’s often a domino effect that occurs when making a big change to a contact center. When one process changes, it could cause another to change unexpectedly. Speech analytics may streamline many of your business processes, but it could also uproot others, a shift you probably didn’t prepare for. Change management requires agility. If you can’t respond and adapt to the new issues that pop up, you’ll become paralyzed.

  1. Create a Plan for Reporting Data

Collecting data is one thing, but all of that information needs to be disseminated and analyzed. Relevant departments should receive reports that they can then act on. Keeping everyone in the loop will help your speech analytics program to be more impactful and it will also garner the support of all involved.

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