Making the Most of Speech Analytics

Have you added speech analytics to your contact center’s capabilities?

It’s worth considering – merging call recording with speech analytics can significantly boost lead conversion rates, as well as increase customer retention levels. At the same time, it’s a way to be 100% assured that agents are always in compliance with federal and industry regulations. 

If and when you make that decision, here are some guidelines that can ease the implementation process and optimize the results this powerful solution delivers. 

Prioritize Goals

Speech analytics can do a lot for your contact center – but it’s best to start by specifying one or two areas where attention is most needed, and setting goals for improvement. Don’t try to do everything at once.

Training

Make sure your agents and managers and trainers know how to leverage speech analytics capabilities and the data it delivers. It may take some time before the language and tone of every customer call can be accurately analyzed, but once you’re there the results will be very beneficial.

Motivation

Dispel the notion that speech analytics was added to keep a closer eye on how agents do their jobs. Educate your agents on how this tool can help the business achieve its corporate goals.

Maintain Quality Monitoring

Speech analytics can enhance your quality monitoring, but it shouldn’t replace it entirely.

Patience

It will take time, and some trial and error, before speech analytics becomes fully integrated into your best practices. Don’t look for perfection in the first week or even the first month.

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