leveraging speech analytics for customer satisfaction
TRANSCRIPT
Leveraging Speech Analytics for Customer Satisfaction
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Agenda for Today’s Discussion• The New Customer Landscape • The Value of Speech Analytics • Voice is Data• How Speech Analytics Helps An Organization• An Introduction to CallMiner • The Eureka Difference• Q & A
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The New Landscape• Opportunity: Recorded calls are an untapped, valuable resource and
contact centers are an underutilized asset. • Reality: It’s not feasible or reasonable to
manually listen to calls …• Recordings are only accessible within a contact center• Making decisions on a sample of calls is risky and potentially
detrimental
• New Reality: • The consumer is king• Is there a way to discover a “troubled” customer
before they turn?
“This is an age where a single disgruntled customer with a broadband connection can ignite a crisis.”
-The Boston Globe, July 2008
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The Value of Speech Analytics• Listen to the voice of your customers …
– Why they’re calling
Once you know what is happening on conversations ... then discover ...
– Whether customers are satisfied, or not – and why– If, when and why customers might churn– Market intelligence into customer preferences– Behaviors impacting bottom line – marketing, sales, collections …– Opportunities for cost savings or operational efficiencies
• Listen to your agents to ... – Discover how they are handling customers and calls– Pinpoint problems with their performance– Identify who needs additional training– Determine if they are offering the right products,
at the right time
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Voice is Data• Voice is data ... data can be measured
– Recorded conversations (inbound and outbound), email, chat ... – Unstructured data can be combined into a single view in Eureka, or can be
integrated into any BI tool ...
• Data becomes real & access to data you already own– 100% of all or any, no sampling and no sampling errors– Ad hoc capabilities – back to the future – See trends now, not months from now– Real data the business can use to improve the business
• Useful “up and down” any organization (personas)– For CXOs - web-based solution and solution packages, – e.g., customer satisfaction– For Analysts - Eureka workbench– For Call Center Managers - Agent reports
7How Speech Analytics Helps OrganizationIf you care about improving ...
• Customer Satisfaction – Measures customer satisfaction and allows for root cause analysis.
• Customer Retention – Identifies reasons for churn and correlation of causes.
• Agent Quality and Lifecycle Management - Tracks behaviors, measures customer satisfaction and analyzes sales performance.
• Contact Center Operational Efficiency – Identifies high volume calls, long calls, calls with significant silence and repeat calls.
• Sales and Marketing Performance – Analyzes behaviors and activities leading to successful sales or marketing campaigns.
• Legislation and Policy Compliance – Identifies calls containing “hot” or forbidden words/phrases and tracks calls by procedures required for compliance.
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About CallMiner• Is the leader in enterprise speech analytics solutions.• Focuses on speech analytics as its only business.• Has the most advanced, “best-of-breed” speech analytics solution in the
industry.• Has successfully implemented at one of the world’s largest companies
(and global financial institutions).• Recently won the speech analytics contract for the largest call center
system in North America. • Is global with offices in London, Boston and Fort Myers.• Has a global enterprise customer base across industries.
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Eureka!® Software Platform• Automatically and accurately analyzes calls for spoken words,
acoustic characteristics and other attributes to identify what is occurring on the call. With Eureka, you …
– Categorize – Identify the reasons for the call, products or competitors mentioned, participant behaviors, procedural compliance, and outcomes of every call.
– Search – Conduct simple or complex word and phrase searches, identify calls and returns a text and audio snippet exactly where the search terms are found.
– Discover – Uncover trends and events, without a predisposed notion of what to look for, by tracking call indicators and analysis of word and phrase frequency and coincidence.
• Delivered through easy-to-use web-based tools and reports with
powerful desktop tools for ad-hoc root cause analysis.
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Thank You / Q & A
Contact Information:
Jeff Gallino
CTO, Chairman & Co-founder
(239) 689-6463 ext. 111