get the most out of speech analytics crm x change virtual conference - 6.2.14
DESCRIPTION
Learn the top things you should consider when using a Speech Analytics tool!TRANSCRIPT
![Page 1: Get the most out of speech analytics crm x change virtual conference - 6.2.14](https://reader035.vdocument.in/reader035/viewer/2022062510/54b554084a79592a3e8b4579/html5/thumbnails/1.jpg)
||
Get the Most out of Speech Analytics
Barry KnackDirector of Education
![Page 2: Get the most out of speech analytics crm x change virtual conference - 6.2.14](https://reader035.vdocument.in/reader035/viewer/2022062510/54b554084a79592a3e8b4579/html5/thumbnails/2.jpg)
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?
![Page 3: Get the most out of speech analytics crm x change virtual conference - 6.2.14](https://reader035.vdocument.in/reader035/viewer/2022062510/54b554084a79592a3e8b4579/html5/thumbnails/3.jpg)
Find out why people are callingKey #1
![Page 4: Get the most out of speech analytics crm x change virtual conference - 6.2.14](https://reader035.vdocument.in/reader035/viewer/2022062510/54b554084a79592a3e8b4579/html5/thumbnails/4.jpg)
Knowing why people call
• Identify categories• Reporting to get to the root cause• Evaluate calls by reason
![Page 5: Get the most out of speech analytics crm x change virtual conference - 6.2.14](https://reader035.vdocument.in/reader035/viewer/2022062510/54b554084a79592a3e8b4579/html5/thumbnails/5.jpg)
Coaching for short and long term agent performance
Key #2
![Page 6: Get the most out of speech analytics crm x change virtual conference - 6.2.14](https://reader035.vdocument.in/reader035/viewer/2022062510/54b554084a79592a3e8b4579/html5/thumbnails/6.jpg)
Agent performance gains
• Immediate• Short• Medium• Long
![Page 7: Get the most out of speech analytics crm x change virtual conference - 6.2.14](https://reader035.vdocument.in/reader035/viewer/2022062510/54b554084a79592a3e8b4579/html5/thumbnails/7.jpg)
Improve Average Handle Time (AHT) for better customer interactions
Key #3
![Page 8: Get the most out of speech analytics crm x change virtual conference - 6.2.14](https://reader035.vdocument.in/reader035/viewer/2022062510/54b554084a79592a3e8b4579/html5/thumbnails/8.jpg)
Improving AHT
• Identify and analyze calls with high AHT• Identify phrases associated with potentially
higher AHT• Spotlight best practices from agents with ideal
AHT
![Page 9: Get the most out of speech analytics crm x change virtual conference - 6.2.14](https://reader035.vdocument.in/reader035/viewer/2022062510/54b554084a79592a3e8b4579/html5/thumbnails/9.jpg)
Actions to better manage First Call Resolution (FCR)
Key #4
![Page 10: Get the most out of speech analytics crm x change virtual conference - 6.2.14](https://reader035.vdocument.in/reader035/viewer/2022062510/54b554084a79592a3e8b4579/html5/thumbnails/10.jpg)
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
![Page 11: Get the most out of speech analytics crm x change virtual conference - 6.2.14](https://reader035.vdocument.in/reader035/viewer/2022062510/54b554084a79592a3e8b4579/html5/thumbnails/11.jpg)
Steps to ensure customer satisfactionKey #5
![Page 12: Get the most out of speech analytics crm x change virtual conference - 6.2.14](https://reader035.vdocument.in/reader035/viewer/2022062510/54b554084a79592a3e8b4579/html5/thumbnails/12.jpg)
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
![Page 13: Get the most out of speech analytics crm x change virtual conference - 6.2.14](https://reader035.vdocument.in/reader035/viewer/2022062510/54b554084a79592a3e8b4579/html5/thumbnails/13.jpg)
Simple tips to increase cross-sell and up-sell
Key #6
![Page 14: Get the most out of speech analytics crm x change virtual conference - 6.2.14](https://reader035.vdocument.in/reader035/viewer/2022062510/54b554084a79592a3e8b4579/html5/thumbnails/14.jpg)
Additional Selling Opportunities
• Scan for buying signs• Did they miss that opportunity?• Variations in campaign reactions
![Page 15: Get the most out of speech analytics crm x change virtual conference - 6.2.14](https://reader035.vdocument.in/reader035/viewer/2022062510/54b554084a79592a3e8b4579/html5/thumbnails/15.jpg)
Ways to avoid compliance violations and fines
Key #7
![Page 16: Get the most out of speech analytics crm x change virtual conference - 6.2.14](https://reader035.vdocument.in/reader035/viewer/2022062510/54b554084a79592a3e8b4579/html5/thumbnails/16.jpg)
Staying in Compliance
• Identify verbatim scripting• Non-compliance reporting• Improve processes, test changes, and verify
results of change
![Page 17: Get the most out of speech analytics crm x change virtual conference - 6.2.14](https://reader035.vdocument.in/reader035/viewer/2022062510/54b554084a79592a3e8b4579/html5/thumbnails/17.jpg)
Use competitive intelligence to differentiate and increase agent sales success
Key #8
![Page 18: Get the most out of speech analytics crm x change virtual conference - 6.2.14](https://reader035.vdocument.in/reader035/viewer/2022062510/54b554084a79592a3e8b4579/html5/thumbnails/18.jpg)
Competitive Intelligence
• Early reactions to new product offerings• Direct marketing campaign results• Competitor pricing and product offerings
![Page 19: Get the most out of speech analytics crm x change virtual conference - 6.2.14](https://reader035.vdocument.in/reader035/viewer/2022062510/54b554084a79592a3e8b4579/html5/thumbnails/19.jpg)
Help agents defend against service or product cancellations
Key #9
![Page 20: Get the most out of speech analytics crm x change virtual conference - 6.2.14](https://reader035.vdocument.in/reader035/viewer/2022062510/54b554084a79592a3e8b4579/html5/thumbnails/20.jpg)
Cancellations
• Competitor mentions• Customer churn indicators