Speech analytics is one of the most exciting and valuable applications to be introduced into contact centers in the past 15 years.
It is the only application that converts phone conversations into transcripts, insights and actions. (Text analytics does the same thing for written communications like emails, free-form feedback from surveys, chat/SMS sessions and social media interactions.)
With the right best practices, contact centers can use the findings from speech analytics to:
The challenge with speech analytics is that it is a sophisticated analytics application, unlike most of the systems used in contact centers. Its findings typically apply to many areas of the enterprise. So for companies to realize optimal benefits from speech analytics, they need to approach this tool differently from most contact center solutions. This sounds easy, but has proven to be very difficult.
Here are a few best practices to help companies use speech analytics effectively in their contact center.
Speech analytics solutions identify opportunities for companies. In many organizations, the problem is that these findings are shared and used only within contact centers, which limits their impact. Speech analytics can make substantial, quantifiable contributions to contact centers, but this is only one of the many use cases for this highly flexible and effective application. A properly implemented speech analytics solution should pay for itself in 3 to 6 months, with broad contributions across the enterprise.