Monday, April 1, 2019

Removing The Training Wheels - Self Service Solutions in Speech Analytics

By Diana Aviles

I feel like I often say, “One of the biggest challenges in speech analytics is...” in many of my pieces since there are so many moving parts in what we do. From getting the SA program launched, to maintaining the program so that the organization continues to see value in the investment- it’s all a challenge.

However, something to think about is how you want your SA program to sustain itself in the long run. Sometimes it seems easier to keep all the knowledge on how to utilize the tool to yourself, but I have found that organizations who operate like this find themselves with very burnt-out speech analysts since what often happens is they become inundated with countless requests. They start feeling like the nerdy kid in school who the popular kids only talk to when they want to copy their algebra homework. So how do you reduce this? With self-service solutions.

What does “self-service solutions” mean? Well, it means that you and your team will have to get comfortable with teaching people who are interested in utilizing speech insights on how they can produce those results on their own. It might mean you have to decline certain requests, but kindly offer a 30 minute consulting call to show them how they can run the report on their own. You can also see if you may host a bi-weekly, one-hour “Ask us Anything” type of call, with your most frequent requesters, to see what kind of things they are interested in looking at. “You wanna see AHT? Sure, we can show you how to run a report that shows this, and we can even set it to indicate outliers if you would like.” “You want to see how often an agent uses the proper closing greeting filtered-down by supervisor? Absolutely, we can show you how to set that up.” This allows you to get an idea on what the organization actually cares about so that you and your team can aim to be as proactive as possible with your insights.

Also, by establishing self-sufficiency it will help alleviate the workload from your folks so that you can better focus on all the cool types of studies that you’re dying to do. It also helps maintain value by having more than a select few people know how to use the tool. Remember, at the end of the day as speech analysts you should be aiming to spread the word about speech analytics as much as possible. You should be looking to always share your experiences with other people. Those experiences often turn into valuable insights that improve ROI. Heck, even in my new role, I find myself still learning new tricks from my colleagues because each of our experiences with speech analytics is unique.

Ultimately, this boils down to a culture thing. If your organization’s culture is one where no one wants to step out of their comfort zone, unfortunately there's not much you can do to fix that, but it is worth trying to put it out there and see who bites. I can guarantee you there is at least one person in your organization who would jump at the chance to see how the magic happens with speech analytics.

Diana Aviles Senior Speech Analytics Consultant, Wells Fargo

Diana has been working in speech analytics for 8 years with a specialty in Nexidia Interaction Analytics.  She is a vocal speech analytics advocate with the primary objective to simultaneously promote and educate the world of Speech Analytics with a human touch; one which further emphasizes the importance of First Call Resolution and overall customer experience.

Follow Diana on LinkedIn.

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