get the most out of speech analytics crm x change virtual conference - 6.2.14
Post on 14-Jan-2015
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Get the Most out of Speech Analytics
Barry KnackDirector of Education
First, A Little Background
• Speech analytics engines: LVCSR, Phonetic, DPR
• A little planning goes a long way• What are you going to do with the data?
Find out why people are callingKey #1
Knowing why people call
• Identify categories• Reporting to get to the root cause• Evaluate calls by reason
Coaching for short and long term agent performance
Key #2
Agent performance gains
• Immediate• Short• Medium• Long
Improve Average Handle Time (AHT) for better customer interactions
Key #3
Improving AHT
• Identify and analyze calls with high AHT• Identify phrases associated with potentially
higher AHT• Spotlight best practices from agents with ideal
AHT
Actions to better manage First Call Resolution (FCR)
Key #4
Managing FCR
• Identify recurrent call markers• Use available reporting tools to drill down into
root cause• Tap into best practices of those agents with
high FRC
Steps to ensure customer satisfactionKey #5
CSAT
• Use complimentary data points (QA scores, Survey results, CRM results, etc.)
• Identify true picture of quality• Review tagged calls for best course of action
Simple tips to increase cross-sell and up-sell
Key #6
Additional Selling Opportunities
• Scan for buying signs• Did they miss that opportunity?• Variations in campaign reactions
Ways to avoid compliance violations and fines
Key #7
Staying in Compliance
• Identify verbatim scripting• Non-compliance reporting• Improve processes, test changes, and verify
results of change
Use competitive intelligence to differentiate and increase agent sales success
Key #8
Competitive Intelligence
• Early reactions to new product offerings• Direct marketing campaign results• Competitor pricing and product offerings
Help agents defend against service or product cancellations
Key #9
Cancellations
• Competitor mentions• Customer churn indicators
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