Workforce Management Featured Article
Why Speech Analytics is Good for Workforce Management
What would it mean for your overall performance if you could leverage speech analytics? This may not be a question you’re asked often, but it’s one you should consider if you’re running a contact center. The days of simply recording a call to use for training and quality control purposes are over and workforce management is now focused on continuous improvement.
Monet Software, a provider of workforce management solutions, recently posted a blog on the topic of speech analytics and what it can do to drive better performance. The ability to transform voice data can lead to considerable business intelligence, allowing you to improve the customer experience by detecting trends, preferences and more. The same kind of information also allows you to improve agent performance.
According to Monet Software, you can also drive improvements in issue resolution, first call resolution, regulatory compliance, sales effectiveness and quality of service overall. Of course, some would argue that call recording should be able to do the same thing and they would be right – but do you really want to mine all of those calls, looking for the information you want? Would it be better if you had speech analytics that would do that automatically?
To be competitive today, companies need to invest in solutions that allow them to make use of data to drive outcomes. For the call center environment, every interaction with a customer is an opportunity to capture information and turn it into business intelligence. The way the customer answers the phone, the channels they prefer to use, their response to a certain part of the script – all of these things matter in the overarching focus of customer interactions. If you’re not capturing this information, you’re not securing your competitive advantage.
Fortunately, there are workforce management solutions that allow you to add speech analytics to your operations to drive better outcomes. These solutions will measure more than just customer interaction. Speech analytics can also capture agent speech for analysis. Maybe a script you thought was developed very strategically is not producing the way that it should, but you don’t know why. If you can analyze customer responses to certain phrases or questions, you’ll be able to pinpoint the weakness.
In an ideal world, the goal of any speech analytics solution should be to improve operations, but you’re likely really looking for solutions to help you improve the outcome of your calls. Both are important and the right implementation will easily pay for itself in both areas. Just be clear about your goals and start planning for growth with access to key business intelligence.
Edited by Stefania Viscusi