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How to Build a Speech...call handling requirements. Preparing Your Organization The Team...
Transcript of How to Build a Speech...call handling requirements. Preparing Your Organization The Team...
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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
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