Every contact center hopes that each of their customers hangs up the phone feeling fully satisfied with their company experience. To maintain satisfaction across the entire scale of customers, organizations are implementing customer relationship management (CRM) strategies, and one of the most popular trends apart from these initiatives is advanced speech analytics.
CallMiner (News - Alert), a provider of speech analytics solution, has devised a white paper for users titled, “Continuous Process Improvement in the Contact Center and Beyond: Increase Revenues & Reduce Costs with Speech Analytics,” to help industry leaders learn how to properly implement a speech analytics strategy to increase their organization’s performance.
Speech analytics take unstructured data from the audio within recorded calls, e-mails, chat transcripts, instant messaging and any other customer interaction and transforms it into data that can be analyzed.
To complete these process CallMiner has created a step-by-step process, which is outlined below:
- Incorporate conversations from the source system (call recorder, VOIP stream, e-mail systems) and the associated metadata such as which agent handled the interaction, what day and time did it occurs and who the customer was.
- The audio then undergoes a speech recognition process where sounds are turned into text. At the same time, acoustic signals such as agitation and silence are extracted. Text transcripts are also normalized into a consistent format – for example, chats may have system generated messages at the beginning and emails have quoted messages within the body.
- The system automatically analyzes the interactions for certain language patterns to categorize or tag (News - Alert) contacts that certain language or characteristics. Advanced contact analytics systems such as CallMiner Eureka also support automatic scoring. This combines the presence of certain language and other key metrics into an index that measures various performance indicators.
- Lastly, discovery, category analysis, and score analysis is achieved through a Web interface that allows users to search for contacts using any criteria, visualize data in any number of ways, and conduct automatic topic analysis. All of this data can be put into action by providing direct feedback to analysts, supervisors, and agents through notifications and reports.
With Eureka, CallMiner’s speech analytics for the call centers,can automatically identify an agent’s performance areas of improvement that result in the most favorable customer experiences. By using this speech analytics strategy, companies can learn key facts related to products, services, processes, or policies that drive negative or positive customer experiences.
To understand how exactly CallMiner can help organizations in vital areas, click here.
Edited by Jamie Epstein