best practices in bus intel and analytics feb 2015 - crmxchange -final
TRANSCRIPT
Easily Discover the Conversations
Extract Business Intelligence from Customer Conversations
Using Speech Analytics
Easily Discover the Conversations
Contact Centers Are the Gateway
• Contact centers are on the frontline of the customer journey
• Hub of many critical data points– customer data, product data
• Much of the data is structured and quantifiable
– call metrics, agent scores, surveys
• The true “voice” of customers is complex and NOT structured
Easily Discover the Conversations
How to Access the Intel
• Every phone conversation contains a vast amount of unstructured data
• Unstructured data delivers powerful business insights for a profit-centric contact center
• Speech analytics brings order to chaos!– Capture intel to inform strategic decisions
– Gain insights to support communication
Easily Discover the Conversations
BUSINESS CASE:Analyze TrendsProblem:
Solution:
Actionable Results:
Cosmetic surgery practice tracks caller interest in procedures to analyze marketing strategies
Create key phrase searches to gather data on real customer inquiries, automatically categorizing calls by procedure type
Access to data necessary to shift marketing strategy based on customer wants
– Package multiple procedures to meet patient needs
– Based on customer intelligence, directly captured in conversations
Leveraged unstructured business intelligence to market to patient needs and generate more appointments and revenue
Easily Discover the Conversations
BUSINESS CASE:Streamline Operations
Home improvement manufacturer could not automatically categorize calls; Identifying training examples was impossible
Create searches using key phrases to categorize calls by management objectives:
1. Improve training programs to address customer objections
2. Monitor call handling techniques and script compliance
3. Evaluate the overall call monitoring process
•59% increase in lead conversion
•100% agent compliance with TCPA regulations
•90% reduction in manual monitoring resources
Problem:
Solution:
Actionable Results:
Easily Discover the Conversations
Implementing Speech Analytics
• Upfront knowledge is necessary for a quick path to improve ROI– Know what to look for BEFORE you begin
– Understand management objectives, company goals
– Assess the need of all departments, not just the contact center
• Employ accurate resources to implement and manage– Integrate into daily job functions, not a replacement
– Speech analytics is only as good as the hand guiding it
• Analyze for strategic change, improve efficiency, and profits
Easily Discover the Conversations
Businesses Are Adapting & Adopting
• Technology will automatically monitor how your contact center is doing, and deliver that data you need to make changes
• Leveraging data contained in voice conversationswill lead to a healthier bottom line:
– Companies in tune with customers' needsexperience a 28% year-over-year increase in revenue
– 40% say the overall customer experience is a key driver to spend more with a company
– A 10% increase in customer retention levels results in a 30% increase in the value of the company
Sources: Oracle Report: Why Customer Satisfaction is No Longer Enough; Bain & Co.
Easily Discover the Conversations
Benefits of Speech Analytics
• 24/7/365 call monitoring
• Organize call analytics in a systematic, automated way– Takes a fraction of the time that manual monitoring consumes
• Leverage insights to implement process changes, improve contact center performance
• Capitalize on opportunities to improve speed and agility in the contact center
• Turn contact center into profit center
Easily Discover the Conversations
CallFinder – Record, Search, Analyze
• 25 years in telecom, marketing technology solutions
• Cloud-based call recording and speech analytics solution
– Affordable, flexible, and scalable
– No hardware or software to install
• Fast audio processing
– Phonetic indexing technology for precision
– Indexes thousands of calls within minutes
• One-to-one onboarding process with a specialist
Easily Discover the Conversations
Sabrina DeRoseCallFinder Account [email protected]
www.linkedin.com/in/sabrinaderose
Let’s Connect!