Leveraging Speech Analytics for Customer Satisfaction

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(No Transcript)
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Leveraging Speech Analytics for Customer
Satisfaction
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Agenda for Todays Discussion

• The New Customer Landscape
• The Value of Speech Analytics
• Voice is Data
• How Speech Analytics Helps An Organization
• An Introduction to CallMiner
• The Eureka Difference
• Q A

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The New Landscape

• Opportunity Recorded calls are an untapped,
  valuable resource and contact centers are an
  underutilized asset.
• Reality Its not feasible or reasonable to
  manually listen to calls
• Recordings are only accessible within a contact
  center
• Making decisions on a sample of calls is risky
  and potentially detrimental
• New Reality
• The consumer is king
• Is there a way to discover a troubled
  customer before they turn?
• This is an age where a single disgruntled
  customer with a broadband connection can ignite a
  crisis.
• -The Boston Globe, July 2008

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The Value of Speech Analytics

• Listen to the voice of your customers
• Why theyre calling
• Once you know what is happening on conversations
  ... then discover ...
• Whether customers are satisfied, or not and why
• If, when and why customers might churn
• Market intelligence into customer preferences
• Behaviors impacting bottom line marketing,
  sales, collections
• Opportunities for cost savings or operational
  efficiencies
• Listen to your agents to ...
• Discover how they are handling customers and
  calls
• Pinpoint problems with their performance
• Identify who needs additional training
• Determine if they are offering the right
  products, at the right time

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Voice is Data

• Voice is data ... data can be measured
• Recorded conversations (inbound and outbound),
  email, chat ...
• Unstructured data can be combined into a single
  view in Eureka, or can be integrated into any BI
  tool ...
• Data becomes real access to data you already
  own
• 100 of all or any, no sampling and no sampling
  errors
• Ad hoc capabilities back to the future
• See trends now, not months from now
• Real data the business can use to improve the
  business
• Useful up and down any organization (personas)
• For CXOs - web-based solution and solution
  packages,
• e.g., customer satisfaction
• For Analysts - Eureka workbench
• For Call Center Managers - Agent reports

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How Speech Analytics Helps Organization

• If you care about improving ...
• Customer Satisfaction Measures customer
  satisfaction and allows for root cause analysis.
• Customer Retention Identifies reasons for churn
  and correlation of causes.
• Agent Quality and Lifecycle Management - Tracks
  behaviors, measures customer satisfaction and
  analyzes sales performance.
• Contact Center Operational Efficiency
  Identifies high volume calls, long calls, calls
  with significant silence and repeat calls.
• Sales and Marketing Performance Analyzes
  behaviors and activities leading to successful
  sales or marketing campaigns.
• Legislation and Policy Compliance Identifies
  calls containing hot or forbidden words/phrases
  and tracks calls by procedures required for
  compliance.

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About CallMiner

• Is the leader in enterprise speech analytics
  solutions.
• Focuses on speech analytics as its only business.
• Has the most advanced, best-of-breed speech
  analytics solution in the industry.
• Has successfully implemented at one of the
  worlds largest companies (and global financial
  institutions).
• Recently won the speech analytics contract for
  the largest call center system in North America.
• Is global with offices in London, Boston and Fort
  Myers.
• Has a global enterprise customer base across
  industries.

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Eureka! Software Platform

• Automatically and accurately analyzes calls for
  spoken words, acoustic characteristics and other
  attributes to identify what is occurring on the
  call. With Eureka, you
• Categorize Identify the reasons for the call,
  products or competitors mentioned, participant
  behaviors, procedural compliance, and outcomes of
  every call.
• Search Conduct simple or complex word and
  phrase searches, identify calls and returns a
  text and audio snippet exactly where the search
  terms are found.
• Discover Uncover trends and events, without a
  predisposed notion of what to look for, by
  tracking call indicators and analysis of word and
  phrase frequency and coincidence.
• Delivered through easy-to-use web-based tools and
  reports with powerful desktop tools for ad-hoc
  root cause analysis.

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Thank You / Q A

• Contact Information
• Jeff Gallino
• CTO, Chairman Co-founder
• [phone] ext. 111
• jeff.gallino_at_callminer.com