Analyzing data is a great way to make informed decisions that help grow your business. Through voice and speech analytics, you can better understand your customers or clients and how to engage with them. If you want to know more about getting the most from voice analytics, here’s a quick rundown.
Identifying Goals
The first step to effective analytics is to identify your goal. What do you want to accomplish through voice analytics? The most common goal is to determine whether your business’s call center is performing well. However, you may want to figure out what people don’t like about your business so you can improve or create better products and services.
If you’re not sure what your voice analytics goals should be, you can ask agents about conversations that commonly make the agent or customer frustrated. The better you understand the way speech affects your company, the more effective voice analytics will be for you.
It’s important to remember that there are lots of different problems you can solve with voice analytics. Just because one business uses voice analytics to determine if agents are performing at the expected level doesn’t mean you can’t find other benefits of voice analytics for your business.
Dedicated Staff
One of the problems with voice analytics software is the fact that it’s often used by people who aren’t particularly familiar with it. While staff may receive a small amount of training related to voice analytics, there’s no replacement for having a dedicated staff member that handles analytics.
Keep in mind that having dedicated voice analytics staff is not the right solution for every business. Smaller businesses may have to settle for the more affordable option of having a current staff member utilize analytics software. But if you’re having trouble getting the most out of voice analytics, hiring dedicated staff may be the solution you need.
The Right Tool
The most important part of voice analytics is the tool you choose to use. This is especially important if you’re not going to hire a dedicated team or staff member to handle analytics. AI-driven analytics tools make it easier to collect and interpret data to help grow your business and improve customer relationships.
A good voice analytics tool will not only provide you with the data you need, but it will also make it easy to sort and interpret that data. One important feature you can look out for is a searchable database, which allows you to find what you need without wading through data. The better you can collect, sort and interpret voice analytics data, the more options you have when it comes to growing and improving your business.
Combining Speech & Text
Quality and quantity of data is the name of the game when it comes to analytics, so combining speech and text analytics is a great way to make smarter decisions. Good voice analytics software will arrange data based on what was said during a call or conversation, what the tone of the call or conversation was and which topics were discussed. This make it easy for you to drill down and gain the most insight from your data without having to spend an eternity finding what you’re looking for.
Analytics are an ever-evolving technology, which is why it’s important to understand how they work and how to take advantage of them. When it comes to getting the most from voice analytics, the most important things are choosing the right software, combining speech and text and identifying clear goals you want to reach through analytics. As long as you’re putting in the work and using the right software, analytics from speech and text are a great way to effectively grow your business.