Insights|How to Drive Agent Performance with Speech Analytics

How to Drive Agent Performance with Speech Analytics

Our latest EmpowerCX NOW Spotlight Series webinar examines how, through the right application of speech analytics, brands can maximize the customer experience while simultaneously increasing contact center agent engagement, productivity and performance.

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by Sitel Staff September 1, 2020 - 3 MIN READ

Hosted by Camille Thompson, Global Head, Campaigns, Sitel Group, with expert insights from Wayne Butterfield, Global Head of Intelligent Automation Solutions, ISG and Cris Kuehl, VP, Analytics and Client Insights, Sitel Group, this month’s Spotlight Series webinar was dedicated to speech analytics – demystifying the technology and clearly articulating the measurable benefits it can deliver for any organization that values customer experience (CX).

So much data, no real time

Brands have never had so much data. Yet, thanks to manual processes and a lack of resources, they are hamstrung when it comes to turning that data into actionable insights. And this is why, according to Butterfield, interest in and the market for automation and artificial intelligence (AI) is currently booming. 

“With speech and text analytics in the contact center environment, you not only find opportunities to improve processes, but you also get a complete picture of what is going on and use that insight to improve customer resolution and customer satisfaction,” he explains. “Speech analytics creates structure in what would normally be seen as a very unstructured conversation.”

When correctly applied in the contact center environment, speech analytics allows you to discover what customers are saying to identify and remove processes and approaches that aren’t working – and constantly improve those that do deliver.

Agent insights

However, that’s only the customer side of the equation. These technologies also empower the operational frontline, ensuring call quality is consistent, any training and development work is targeted and relevant and every irritant, repetitive process agents undertake as part of their role is eliminated. Therefore, your agents can focus all of their energies and capabilities on servicing the customer on the other end of the line.

“As well as companies approaching me about the problem of having tons of data about their customers and not knowing what to do with it, I’m constantly fielding questions about how to address inconsistencies in agent skills,” says Kuehl.

Historically, this is down to the fact that without a means of automation to provide support, it is impossible for any large company to analyze more than 1% of its customer contacts for quality and insight. And, with such a small sample group, it’s impossible to implement holistic change or formulate coaching or training techniques that will genuinely make a difference. 

A personal trainer

Because speech analytics monitors 100% of calls in real time and thanks to rule-based AI, you can draw the same insights or apply the same metrics to each contact. A very clear picture of each agent’s performance quickly emerges.

“I say it’s like having a coach on your shoulder,” continues Kuehl. “Each agent gets the most relevant coaching and training based on their individual needs.”

With this level of insight, one where a deficiency can be spotted and corrected in real time so the next conversation an agent has with a customer already shows improvement, engagement and buy-in levels go up. The elements we focus on, such as shorter average handle times (AHT) and first contact resolutions (FCR), cease to be KPIs and instead become behaviors. 

“Behaviors are easier for us as humans to adapt and to refine,” says Kuehl. 

Real-time improvements

Speech analytics goes further still. Because it listens to and processes contact data in real time, if leveraged correctly, the technology can automatically search for and retrieve the right information from the knowledge base and present it to the agent so he or she can focus on building rapport with the customer and solving the emotional element of the issue at hand.

Likewise, speech analytics can auto-populate forms and fields so agents don’t have to spend so much time between calls manually logging information about the conversation they’ve just had, reducing their after-call work. 

“It gives you the ability to understand what your agents are saying and doing as well as what your customers are asking and the way in which they’re asking it,” adds Butterfield. “There are so many benefits. You deliver a better experience for your customers and your agents and it all starts by applying speech analytics to understand why your customers are calling.”

To learn more about how speech and text analytics can increase company revenues, reduce fraud risk, improve agent performance, and significantly cut customer effort, watch the webinar in full, here

written by Sitel Staff
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