ICMI's Customer Management Insight - April 2008 - (Page 50)

EXPERT’S ANGLE (such as an increase in customer complaints about a certain product), as well as qualitative information (such as a set of calls in which customers state they are switching vendors because of a better pricing offer). A category wizard option — that can automatically suggest terms and phrases that are more relevant and should be used in a specific environment — can help make sure that categories are defined correctly and stay relevant over time. before to increase customer loyalty and value. SHOW ME THE MONEY Automated Root Cause With automated root cause, contact centers can identify previously unknown issues by analyzing a set of categorized calls without knowing or defining specific words, subissues and root cases in advance. Since the contact environment is dynamic in nature, a speech analytics solution should be able to categorize and mine calls as they take place to continuously uncover new root causes. It is important that such a solution provide automated root-cause analysis based upon the entire content and context, as opposed to simply counting predefined keywords. Speech analytics with search, categorization and automated root-cause capabilities can have a huge impact on a business. Armed with continuous up-to-date customer insights, contact centers can now take action quicker than ever If you want to improve customer service at your organization, but want to make sure you achieve significant ROI, speech analytics is an approach well worth your consideration. Research and statistics about speech analytics implementations clearly point to the fact that deploying an integrated, premise-based speech analytics solution is what most enterprises select and can yield significant ROI results. Buying from a vendor that offers a unified, enterprise-enabled analytics solution that is fully integrated into a workforce optimization suite can be a significant benefit. The solution must be flexible to address a contact center’s changing needs. The ability to add on additional integrated functions and applications such as quality monitoring, customer feedback, eLearning, workforce management, performance management or other capabilities can be invaluable as an organization scales and prepares to take action on the insights identified. These actions are what eventually deliver the ROI to the contact center and the enterprise. Analyst firm Frost & Sullivan has reported that the future technology needs of the contact center are critical in the decision-making process. According to a new report on speech analytics, “contact centers are tending to buy their speech analytics mainly from among the agent performance optimization vendors (APO). The report acknowl” edges the reasons for choosing APOs over standalone speech vendors include a “comfort level with the incumbent infrastructure and ability to easily add on options. ” Further, APO vendors recommend leveraging speech analytics to directly improve contact center performance and assert that a suite provides “better integration among different modes and data sources, ” according to the research firm’s Speech analytics in Contact Centers — Market Insight 2007.” Aside from the technology itself, aligned business processes, product expertise and support is also an important consideration when implementing a speech analytics solution. Vendors should offer professional services that can help an organization get the most from their investment. From implementation to business consulting to technical support and training, experienced consultants can make sure that the organization understands business practices and operations and ensure success and long-term results from their speech analytics implementation. • COMING IN MAY: Understanding the Behavior of Speech Analytics Software DANIEL ZIV is the vice president of Customer Interaction Analytics at Verint Witness Actionable Solutions. daniel.ziv@verint.com www.icmi.com | APRIL 2008 icmi’s insight 50 http://www.icmi.com

Table of Contents Feed for the Digital Edition of ICMI's Customer Management Insight - April 2008

ICMI's Customer Management Insight - April 2008 Operations: Small Call Centers, Big Potential Ad Index Contents Editor's Page Contact Center Spotlight People: Assessment Tools Recommended Reading Technology: Speech Recognition Special Feature: Best of Show Strategy: Service-to-Sales Success Expert's Angle - High Volume, High Stakes: A Better Strategy for Hiring Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings Experts Angle - Speech Analytics: Uncovering the Voice of the Customer

ICMI's Customer Management Insight - April 2008

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