Small Call Centers Go Big with Speech Analytics

/Small Call Centers Go Big with Speech Analytics

Small Call Centers Go Big with Speech Analytics

Small Call Centers Go Big with Speech Analytics

“But we’re small.” This is often the reply leaders of smaller call centers use when they look at many of the contact center solutions in the marketplace. They just think they can’t have what the larger centers can because of their size. Well ‘small’ is not a barrier for speech analytics in contact centers anymore.

Scott Kendrick, VP Marketing at CallMiner, shared news at Call Center Week of a new product launch that helps small call centers to finally go big with speech analytics.

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Eureka Starter is here

For many small to midsized contact centers, speech analytics has been out of reach. CallMiner has fixed that with their Eureka Starter, which makes speech analytics accessible to more companies. To add even more ease to launching speech analytics for centers, Eureka Starter is available through a no-risk pay-as-you-go, monthly subscription.

Less Effort

Typically, when people have thought about speech analytics as a solution, they thought it was only for big contact centers because they thought it is was going to cost a lot of money and that it was going to take a lot of effort and skill to actually get value and an acceptable return on investment from it.

Eureka Starter should disrupt that thinking with a good pricing model and simplified feature set that makes it easier for smaller contact centers to extract meaningful insights from their customer conversations.

No heavy Tuning Required

Your business is unique, so solutions can’t be one-size-fits-all. In the speech analytics world that meant that skilled humans had to teach speech analytics what to listen for and how to code it. The tuning process could take a few months and a dedicated resource.

But recognition quality has improved recently. The current level of word accuracy in speech recognizers is more in the range of eighty-five to ninety percent. Only a few years ago word accuracy was only 50-60 percent. Eureka Starter takes advantage of these advances.

Ease of Use

Eureka Starter transforms each call into a searchable text transcript with embedded links directly to the relevant call audio. You can also create queries for ad-hoc searching.

The playback interface allows you to navigate calls to aid in quality or for other auditing purposes. You can tag calls, lists of calls, or specific sections of a transcript, for future recall and review.

Insights are quickly revealed though TopicMiner®, which automatically identifies topics of conversation in graphical tag clouds for any set of calls retrieved through search.

Four Main Areas of Focus

Eureka Starter is geared to uncover critical business challenges faced by contact centers in four main areas – contact center efficiency, agent performance, risk and compliance and customer experience. With full speech transcription and analysis of 100% of customer conversations, Eureka Starter can detect operational inefficiencies, poor agent behaviors, customer dissatisfaction and the use of risky language and other potential compliance infractions so that they can be quickly addressed before they impact the bottom line.

Topic Miner® Discovery Tool

You can quickly see interesting insights and moments in transcripts with TopicMiner’s content visualization tools, including graphical tag clouds which automatically identify interesting moments in any set of calls retrieved through search.

Full PCI Redaction

For those contact centers needing to meet the Payment Card Industry Data Security Standard (PCI) CallMiner’s cloud-based analytics platform is a secure solution that is independently PCI Certified for data security and confidentiality. PCI data is fully redacted from both text transcripts and call audio to prevent exposure of sensitive customer information.

Are you ready to go big?

You know longer have any excuses to taking advantage of speech analytics. Even of your not small, Eureka Starter can be your first step into the big time. To learn more, go to: www.callminer.com/starter.


Join me on the Fast Leader Show Podcast

monitor-fast-leader-showListen to the Fast Leader Show now. It’s an energizing docuedutainment (don’t look it up I made it up) podcast released each Wednesday and hosted by Jim Rembach. Each week, Jim introduces you to real folks (from the call center industry and beyond) with real stories of how they were able to get over the hump and lead themselves or others better…faster. You’ll learn how to become a better leader (faster) through their stories by improving your employee and customer engagement through the power of improving your emotional intelligence. Get more human-centric and move onward and upward…faster.


 

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2017-07-13T16:52:28+00:00

About the Author:

Jim Rembach
Jim Rembach is the president of Call Center Coach, host of the Fast Leader Show and a former call center supervisor. He is a Call Center Leadership Council Member, CX Expert for the Customer Experience Professionals Association and a certified Emotional Intelligence (EQ) practitioner. He is a contact center auditor and employee retention specialist, and holds a US trademark for the “Servant Teamwork®” leadership and organizational transformation methodology and inventor of the Accelerated Skill Development method used by Call Center Coach. Jim has authored nine books regarding contact center quality, employee engagement, customer experience and leadership development.
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