Posted by Les Blacker
As with any technology, speech analytics requires considerable investment – not just around deployment, but in developing the right skill sets and processes to ensure it works for your business.
Here are six tenets to serve as guidelines to reap the best returns from your speech analytics solution:
- Set Your Objectives
Have a clear idea about your objectives and expectations of the technology’s impact. Is the solution intended to improve your customer experience or are you looking to sharpen your team’s sales skills? Or, is your concern with quality assurance or reducing cost to serve? It could even be a combination of different factors. Determine key performance indicators based on your objectives and weave them into your operating model. This will help the project stay on track. If you are having difficulty clearly articulating specific and measurable objectives, contact an expert to workshop the document.[wpvideo b9wEB9T4]
- Rally Your Team
Obtain buy-in from both senior business stakeholders as well as from the front-line teams in the contact center. Put in place a steering committee and communicate through members the advantages of your investment to all departments that stand to benefit from this technology.Any deployment and successful use of the technology will also involve change—changes, for example, to your workflow models, teams, and technology configurations. People are by nature change resistant, so plan and manage their involvement with sensitivity and care. Leveraging your clearly documented objectives, be sure to address both the business ROI and the all-important WIFM. Your business owners will buy-in if they know the expected return on investment and your business operators will buy-in if they understand “what’s in-it for me.”
- Build Cross-Functional Teams
For your project to be a success, it is imperative that you create a core speech analytics team that brings in the expertise of staff from quality, training, business analytics, IT, and transition management. As an enterprise-wide investment, it is critical to include operational staff as well as resources that can analyze and demonstrate return on investment to the business. Successful analytics programs are not about technology, or one statistician building reports, but a collaboration of all departments leveraging data to find information and turn it into continuous improvement actions.
- Build Trust with Communication
As with any new technological investment, this brings considerable changes in work flow processes and the way teams interact and function to achieve common goals. Involve your speech analytics team and the agent population right from the start. Plan forums and communications programs to educate people and assuage concerns. Create a training team headed by team leaders, as well as outside experts to educate agents about the system’s benefits. Most importantly, let them know how they will benefit with more information, better training, an understanding of the customer, and an ability to be more effective.
- Plan and Deliver Change
Speech analytics requires change management. It can identify opportunities for process improvement or highlight issues in your service delivery. However businesses need to be agile, responsive, and open to making changes in their processes, behavior, and the way they function. For an organization to truly capitalize on the benefits of speech analytics, you need enterprise-wide change management processes that support the application of the analytical findings. Without this, your project will most likely risk a case of analysis paralysis – with all your analytic efforts amounting to no actionable outcome.
- Augment Your Solution with Sound Reporting Processes
Unless the insights are disseminated to the relevant parts of the business, the organization is wasting its potential. Timely and efficient reporting keeps other departments in the loop, gives visibility to your program’s impact, and builds support in favor of your program.As with most transformational solutions, speech analytics adoption requires considerable investment in time, money, and enterprise-wide change management. However, when done the right way, the possibilities are limitless – it can reinvigorate training and development, boost agent morale and productivity, create an effective performance management culture, and even galvanize your front-line teams into high-performing salespeople.