Speech Analytics – Hierarchy of needs :
2 Speech Analytics – Hierarchy of needs Call profiling Random Call Recording - coaching TargetedQuality Management Emotion
detection Increasing Customer Experience Call recording - compliance
Speech Analytics – business gap analysis :
3 Speech Analytics – business gap analysis Call profiling Call Recording Targetedcall recording Emotion
detection Data masking Call driver analysis Compliance and coaching Call Management 101 Deep dive DSAT analysis Legal requirements Infrastructure Capex DELL CONFIDENTIAL Recommendation: Utilizing existing tools to first create a coaching and customer engagement culture
Evaluate new technologies after institutionalizing coaching
“Speech Analytics – business need” analysis :
“Speech Analytics – business need” analysis 4 Call Recording Support customerengagementmodel Support global coaching model Improved CSAT Targeted call recording Improved CSAT Sentimentanalysis Call driver analysis DSAT analysis Legal Ethicalcompliance Improved coachingand customer engagement Analytics Technologyfeatures Business Requirements Desired Results Improved CSAT
Vendor analysis – example :
5 Vendor analysis – example