Author: Roger Sumner

While visiting with customers during the past year, I’ve been involved in many conversations focused on how they can get the most out of call recording technology and quality monitoring strategies. It’s clear this is a top-of-mind issue for companies all around the world. The general consensus is that any tool that can help managers pinpoint areas for business process improvements and immediately act to optimize performance should certainly be examined.

Speech analytics coupled with quality monitoring are two solutions that are frequently mentioned during these discussions, and are becoming key tools for helping companies understand how they can provide better service. I’ve seen our customers taking advantage of speech analytics by recording all of their calls using the quality monitoring application, then running the speech analytics tools on those recorded calls to look for particular patterns or repeated words customers are using throughout calls.  For example, by coupling speech analytics with call recording, a contact center can easily identify multiple uses of “wished” or “broken” during customer interactions and use that information to pinpoint required fixes for processes or products.  

It should be noted that while call recording and quality monitoring are important facets of an effective contact center strategy, making good use of that information that is derived is essential. Otherwise, why invest the time and resources? Contact centers should ultimately utilize the information provided by speech analytics and recording tools to address knowledge gaps or modify business processes, and develop solid agent training programs to address those issues.  The results will include improved customer care and services, and most likely translate into increased customer loyalty. 

Are you considering implementing speech analytics and quality monitoring in your contact center?  If so, what do you hope to achieve?

This entry was posted on Thursday, December 6th, 2007 at 8:58 am and is filed under Performance Optimization. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.