“I don’t understand how my organization can use speech analytics.”
This is a statement often heard from those who have speech analytics just as often as from those who don’t. Speech analytics has the potential to transform an organization and its customer relationships, but organizations seldom harness its power because their journey to speech begins without adequate planning, preparation and understanding of how to use the technology.
Typically, speech neophytes start off by using it to grab low-hanging-fruit issues in an attempt to show ROI. After this fruit is picked, they run out of quick-hit ideas and get bogged down in what to tackle next.
Part of the issue is that speech analytics isn’t “just” software. It’s an innovative methodology that can alter the way we think about solving problems. At least it has that potential, but newbies get caught up in their limited definition of what constitutes a problem. Invariably, when we’ve asked organizations, “What’s your definition of a problem?” they answer, “Agents.”
While speech analytics can solve some agent problems, restricting ourselves only to agent problems devalues the technology’s potential. Until we see problems as more than just agent issues, we won’t leverage the power of speech analytics to solve many other types of enterprise problems. Once this concept sinks in, it will open up a whole new world, and speech analytics will become the first tool reached for—whether it’s a large-scale project or quality monitoring.
Start with A Strategy
If you’re new to speech analytics and just beginning to assemble a vision but aren’t sure how it will fit into your organization, it’s paramount that you craft a strategic blueprint for its use. Otherwise, you might find yourself struggling in only a few months, and speech analytics could end up as shelfware. That’s a costly surprise no one wants blame for.
The key to success with speech analytics hinges on preparing to operationalize it with a strategy. Without one, the organization struggles to achieve a ROI and creates frustration for those using it. This is a key component organizations grapple with—developing and determining where to start the process.
Speech Analytics Doesn’t Have to Be Difficult
Addressing these needs has become the central mission for the MainTrax and Lawson Concept’s partnering to develop a one-of-a-kind speech analytics workshop.
Win Big with Speech Analytics: Building a Blueprint that Works is a two-day interactive workshop that helps organizations build a solid foundation from which to launch a successful speech analytics program. The workshop provides the know-how and tools to be successful by guiding you through the process.
- Learn how to develop a strategy
- Learn how organizations achieve success
- Discover new methods to gain insights
- Learn how to develop achievable KPIs
- Discover common pitfalls to avoid
- And much more…