Make Sure That There Is a Simple Search Function
IPI’s Head of Consulting shares his suggestions for implementing speech analytics, starting with ensuring there is a simple search function:
As speech analytics tools work by transcribing spoken text before analysing it, being able to search transcriptions allows you to find calls containing keywords and phrases, providing you with a ready-made list of calls to inspect for quality reasons.
You also want to make sure you can build categories easily, especially for topic and trend spotting.
Trend spotting could involve looking out for combinations of words and phrases to understand first call resolution, analysing sentiment to find broken processes or identifying high levels of silence on calls to highlight training or systems issues.
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Head of Consulting
This article originally appeared on Call Centre Helper where you can read other experts suggestions for implementing speech analytics.