contact centerHave you ever sat in a noisy restaurant, trying to enjoy your food and understand what those at your table are so passionately discussing? Personally, I always have a hard time keeping my concentration level up to fully grasp and understand the complete conversation. The constant flood of voices, the sound of utensils slamming into plates, and the “background” music playing a tad too loud all make it a real challenge for me. Funny enough, the way many contact centers go about coaching their agents has a striking resemblance to the restaurant experience I just described.

Until a few years back, selecting the conversations that contain a useful ”coaching trigger” was all about listening to only a sample of recorded calls. Today, speech and text analytics make this process easier by automating all manual listening. For most, the idea of automatically recording and analyzing customer interactions may sound wonderful at first, but once you take a closer look, you will find that there is still room for improvement. Here are four factors to consider when it comes to driving effective interaction analytics for your contact center:

  1. Most analytics solutions can only process a small sample of your interactions.
  2. Commonly used analytics are not accurate enough as they only utilize speech-to-text or phonetic conversion methods.
  3. Traditional analytics lack integration with interaction routing and do not automatically trigger workflows.
  4. Most solutions are isolated and are not integrated with a customer experience platform.

Many interaction analytics solutions lack the required accuracy to turn speech and text analytics into real action. The technology for extracting meaning from conversations is inadequate and creates excessive “noise.”

Solutions that offer more accurate techniques in addition to conventional speech-to-text are able to look for specific phrases and detect the true meaning of what was said, versus simple word spotting. This improved detection rate and accuracy deliver three key capabilities that every contact center manager should look for in a solution:

  1. A search capability that enables you to filter through your inventory of all recorded conversations.
  2. A discovery function that automatically uncovers emerging trends within conversations that your organization might not have been aware of previously.
  3. Categorization capabilities that will help you  understand why your customers contact your organization and what key skill sets your employees need to meet their needs.

To learn more about how to “Cancel out the Noise” in your contact center, click here to download our eBook on speech & text analytics.

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Stefan Captijn

Stefan Captijn

Stefan is Senior Director Strategic Marketing at Genesys. Stefan joined Genesys in April 2000, lives in the Amsterdam area with his wife and two children. In his free time, Stefan enjoys building loudspeakers, cycling and running.