With more and more companies looking to benefit from Speech Analytics the question of: ‘how best to implement the project’, is very much a topic of current conversation and from our experience the answer is: – ‘build your own A-Team’ with Speech Analytics best practices.
Bearing in mind that this is probably your first foray into Speech Analytics, this is going to be new ground for all concerned; so here we cover off some important points to help you on your way.
Remember, the whole purpose of Speech Analytics is to ‘lift-the-lid’ on what is happening today, understanding what is taking place under the bonnet and why, visualise where changes can be made, implement as necessary, monitor accordingly and repeat the process in order to refine. This is not a project for the faint-hearted so it is going to require people with the right skills and mind-set, working across multiple departments, with sufficient empowerment to deliver a return on investment.
So what are the skills, attributes and responsibilities you should ideally be looking for?
Innovation – An individual who has the confidence to engage with both the business and service delivery, making sure that ideas and aspirations can become business goals, one who is prepared to challenge existing processes.
Project leadership – An individual who will be involved in all aspects of the project life cycle: diagnosing project needs, managing project teams, and leveraging the knowledge and creativity of colleagues.
Project definition – Someone with a deep understanding of strategic and organisational issues so they can define the business areas for analysis, balanced with an eye for detail so that key phrases and search terms can be identified within contact centre interactions to help drive insight.
Analysis – A lateral thinker, one who can read the data in relation to the bigger picture but also understand that if the dots were joined differently, other conclusions become applicable.
Advocates for change – Those who can work with subject matter experts to identify root causes, refine processes and deliver behavioural change.
Need help with your speech analytics project? Contact us now or call 0800 458 2988 for more details.
