Speech Analytics is Not a Luxury Anymore
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Speech Analytics is Not a Luxury Anymore Why the best contact centers will be making speech analytics an important part of their operational excellence. Richard Feinberg, Ph.D. Center for Customer Driven Quality Purdue University To download webinar go to.

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Richard Feinberg, Ph.D. Center for Customer Driven Quality Purdue University

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Richard feinberg ph d center for customer driven quality purdue university

Speech Analytics is Not a Luxury AnymoreWhy the best contact centers will be making speech analytics an important part of their operational excellence

Richard Feinberg, Ph.D.

Center for Customer Driven Quality

Purdue University

To download webinar go to

http://callminer.com/Complimentary_Speech_Analytics_Webcast_Research_Report


It important to understand the customer

It important to understand the customer

  • It is the path to customer satisfaction

  • It is clearly one determinant of success

  • It is the point of all business


Caller satisfaction

Caller Satisfaction

  • Related to brand image

  • Related to company image

  • Related to repurchase

  • loyalty

  • wallet share

  • net promotion

  • Retain customer for maximizing lifetime value


It s the customer stupid

It’s the customer stupid

  • ASA…talktime..schedule adherence…yada yada yada

  • Contact centers do not help in customer acquisition, customer loyalty, increasing wallet share and achieving full lifetime value by measuring ASA

  • They do it by maximizing caller satisfaction…by understanding the customer and sharing that intelligence


Listening to the customer

Listening to the Customer

  • Is not enough to get to high satisfaction

  • Hearing what the customer says and turning that into strategic intelligence and then acting on it may be enough

  • Contact centers simply do not do this


Two things determine caller satisfaction

Two things determine caller satisfaction

  • First call resolution

  • Abandonment rates

  • That’s it…..


Caller satisfaction is not the whole story

Caller Satisfaction is not the whole story

  • What is the customer saying to you?

  • Voice of the customer should be more than simply “high sat…low sat”

  • It is in their words and speech that the next significant opportunity lies to understand the customer


Speech analytics

Speech Analytics

  • Analyze conversations

  • Only used in coaching/monitoring and then thrown away

  • You now can listen into all conversations and mine them

  • The words of the consumer are heard without assuming you know


Undiscovered opportunity

“Undiscovered Opportunity”

  • You are spending millions and taking no advantage of the richness of what you have

  • Your contact center is generating powerful data but the data is not generating powerful insights


Here is what i believe speech analytics does for you

Here is what I believe speech analytics does for you

  • Greater understanding of the customer

  • Fewer lost customers

  • Greater lifetime value

  • Cost reduction

  • Greater contribution to organization


Richard feinberg ph d center for customer driven quality purdue university

Can I guarantee ROI for a speech analytics program


Yes if

Yes…if

  • If effective implementation

  • If vendor has a technology that works as promised

  • If vendor has experts who can guide

  • If conversations become intelligence

  • If Intelligence leads to action


If the goal is excellence

If the Goal is Excellence

  • You don’t get there by fast answer alone or at all

  • You get there by maximizing caller satisfaction

  • You get that by understanding the caller and turning that into action

  • Speech analytics is a new power of understanding that has not been available to us


Richard feinberg ph d center for customer driven quality purdue university

Listen to…learn from…get actionable strategic intelligence from your customers by analyzing their conversations in ways that no other available technology allows


Richard feinberg ph d center for customer driven quality purdue university

The best contact centers will be making a speech analytics program an important part of their operational excellence

http://callminer.com/Complimentary_Speech_Analytics_Webcast_Research_Report


Comments questions in any form at anytime in anyway

Comments… questions in any form…at anytime...in anyway

Richard Feinberg, Ph.D.

Department of Consumer Sciences

Purdue University

West Lafayette, IN 47907

7654948301

[email protected]


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