To take a step forward, sometimes you need to take a step back to assess where you want to go. Many businesses are eager to implement programs to move their CX needle but often delay in the process because they simply don’t know how to get started. Beyond the obvious decision of which one will be best suited to their needs, they must also weigh such factors as calculating short and long-term costs, developing a formula for achieving ROI, and doing due diligence on the level of vendor help in both getting off the ground and maintaining a successful program.
The new CrmXchange Build-it! series of how-to webcasts offers a head start by learning the basics of putting a successful program in place. Each webcast will provide step-by-step guidance to help launch programs in a variety of customer experience technologies. Registrants receive a worksheet to help them define their goals, identify the specific improvements they want to achieve and analyze the existing technology.
Professionals benefit from an in-depth review of which areas will make significant improvements. “How to Build a Speech Analytics Program- A Workshop” will be presented by CallMiner, one of the most respected solution providers in this space.
Recent research by DMG Consulting indicates that implementing speech analytics in contact centers pays for itself in less than one year, and TechTarget reports that it pays for itself in as little as three months. The many benefits include:
- Improving the Customer Experience
- Cost Savings
- Revenue Enhancement – Identifying Upsell/Cross-Sell Opportunities
- Improvement in Operations
- Helping to Promote Customer Loyalty & Retention
- Diminishing Compliance Risk Issues
- Reducing Average Handle Time
While contact center leaders have been hearing for years about what speech analytics can do, hardly any webcasts or white papers have discussed the mechanics of putting together a functional and successful program. This live workshop will focus on critical components that need to be considered:
•Goals: How to define and prioritize
•Data Collection: What information is needed, what does your business have and what is it missing
•Staff: How do you get the right departments involved and who needs to be included
•Reporting: Who gets reports, what format are reports in, reactions to new information
Register now and come away with a detailed outline of steps required to have your program hit the ground running. If you can’t make the live September event, the recording will be available for one year.