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Presenter photo

Intelligence from Customer InteractionsHow to Build a Speech Analytics Program

Intelligence from

Customer Interactions

Intelligence from Customer Interactions

Intelligence from

Customer Interactions

Assess your Speech Analytics Readiness

Step 1

Prepare Your Organization

Step 2

Document a Success Plan

Step 3

Make Change

Step 4

Lean on Vendor Resources

Step 5

Assess your Speech Analytics Readiness

Intelligence from

Customer Interactions

Executive Oversight

&

Engagement

Speech Analytics

Team

Change Management

Data Strategy

Continuous Improvement

Governance

Program Manager

_________________________

Business Analyst

_________________________

Speech Analytics Analyst

_________________________

• Consults with leadership on setting goals.

• Reports on progress of current initiatives.

• Presents on insights and value.

• Provides recommendations for

operationalizing results.

• Establishes speech analytics governance

protocols.

• Responsible for reporting, trending, root-

cause and value analysis.

• Consults with operations on current

processes & metrics being managed.

• Analyzes the data produced from speech

analytics tool across other data elements.

• Builds content within your speech

analytics platform.

• Maintains and tests existing content.

• Consults with operations and QA staff on

call handling requirements.

Preparing Your OrganizationThe Team

Intelligence from

Customer Interactions

Preparing Your Organization

Executive Oversight & Engagement

Identifies Organizational Goals to Set Speech Analytics Vision

Ensures Program is Staffed and Resources Aligned

Empower Change to Realize Value

• Corporate Goal: Increase Stakeholder Value - Objective: Reduce Churn

• Corporate Goal: ______________________- Objective: _________________

• Corporate Goal: ______________________- Objective: _________________

Intelligence from

Customer Interactions

Preparing Your OrganizationCommunication

Intelligence from

Customer Interactions

Education

• Educate on ‘What is Speech Analytics?’.

• Which departments/teams will be exposed?

Document & Distribute the Plan

• Plan for speech program documented & distributed to

organization.

• Transition & impact plan communication.

Celebrate Wins & Insights Publicly

• What was found?

• How does this make their world better?

Documenting Success Plan Corporate Goals

Intelligence from

Customer Interactions

Drive Shareholder Value

Decrease Customer Churn by 10% = $2 Million Annually

Identify Key Churn Drivers

Determine Effective Save Strategies

Targeted Priorities Speech Program Initiatives

Strategic VisionCorporate Goal

Business Initiatives KPI’s/Metrics to Support

Strategic Vision

Goal 1 Goal 2 Goal 3 Future / Parking Lot

1

EUREKA

ANALYTICS

Reduce Average

Handle Time

Reduce Churn

2 3

Increase First Call

ResolutionCX Scorecard

4

Documenting Success Plan

Intelligence from

Customer Interactions

Documenting a success plan enables:

• Clear Timelines

• Responsible Parties

• Showcases Organizational Goals Aligned to Speech Initiatives

• Visibility for Future Initiatives & Parking Lot Items

Challenges Solutions Results

Faster agent feedback

Improve efficiency for average handle time and after call work.

Intelligence from

Customer Interactions

Increase quality assurance on voice and web chat

Case

Study

Automated QA Scorecard

Automate Scorecard Delivery to Agents

Increased call audits from 1% to 100% with no additional headcount.

Reduced average handle time by 60% and

after call work by 62%.

Automating scores & feedback to agent population

enabled quick action.

Make aChange

… and realize the value.

Taking what you learn…

… to improve your business...

Intelligence from

Customer Interactions

A focused approach to each initiative ensures you not only uncover insights but also take action to realize the benefits in your organization.

Utilizing the methods from the DMAIC process can provide the framework your Speech Analytics program needs to be successful.

Challenges Solutions Results

Drive positive Customer Experience

Improve transfer and hold rates

Intelligence from

Customer Interactions

Increase NPS

Case

Study

Automated CX Scorecard

VOC/VOE root cause/ deep-dive

Developed predictive NPS/CS scorecard, increasing score from 78% to 85% within 3 months.

Reduced transfers by 32%, thereby increasing CSAT and reducing AHT.

Real time alerting to agents enabled quick action.

Real time alerts

Lean onSpeech AnalyticsVendor Resources

Intelligence from

Customer Interactions

A resource to provide ongoing analytical support to your Speech Analytics Program.

Business Analyst

An industry expert to assess your current state as it compares to industry & market best practices. Partners closely with your CSD to understand your organizational goals and advise on development of your initial Success Plan.

Consultant

Customer Success Director

Your primary partner as you implement, deploy and take action throughout your Speech Analytics Program; guiding your execution of the Success Plan.

Intelligence from

Customer Interactions

CSD

TS

BIA

Trainer

CIM

PM

Customer Success Director Ongoing

Support

Project Management

Customer IntegrationManagement

Training

Technical Support

Business Intelligence

Analyst

About CallMiner Enterprise-AdvancedSupport

Closing Thoughts

Intelligence from

Customer Interactions

• Prepare Your Organization

• Document Your Success Plan

• Stay Focused & Make Change

NextSteps

Intelligence from

Customer Interactions

• Watch a Demo of the CallMiner Eureka Platform

• Schedule a CallMiner Speech Analytics Test Drive with your own data

• Visit our Learning Center to learn more about how CallMiner customers are transforming their businesses

• Contact Info

Visit us at CallMiner.com

Intelligence from

Customer Interactions

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