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February 23, 2022

How to Add Speech Analytics Into Your Workforce Management System Workflows

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Speech analytics can improve workforce management system workflows in the contact center.

“Can someone tell me what kind of responses you are getting from customers these past couple of days?” Dozens of different answers flood in; your contact center team leader begins to feel slightly overwhelmed. Their job is to figure out what setbacks agents have been facing recently. The task proves tricky, especially since they need to coach the team to success. 

“I called in and talked to three different agents, and not one of them told me my payment was past due. I have no idea who I talked to.” An escalated call quickly can turn sour as one of your managers scrolls through an angry customer’s account details, placing the customer on hold adding to the frustration but, unfortunately,  there are no notes available verifying the customer’s claim and no interaction record of previous contact attempts.

Scenarios like this play out all too frequently. 

Contact centers consist of many moving parts. It’s easy for some errors to go unnoticed. Now with the rise of remote work culture, contact center managers need to figure out efficient ways to tackle quality management issues. That’s why workforce management systems that include speech analysis and quality monitoring are becoming essential.  

In 2019, one survey found that seventy-six percent of contact centers were planning on investing in artificial intelligence tools, and with good reason. Speech analytics was once only a futuristic idea that we thought would eventually appear later on as technology continued to advance. Now it’s here. The LiveVox platform uses speech analytics, featuring Speech IQⓇ, to streamline workflows for managers and to provide highly insightful feedback for contact center agents.  

Workforce management systems that include speech analytics benefit the contact center experience internally and enable better customer experiences that improve brand impressions externally.

Workforce management systems that include speech analytics benefit the contact center experience internally and enable better customer experiences that improve brand impressions externally. This tool gives managers the ability to easily identify high-risk calls, locate previous calls, create automated reporting based on speech transcription results, and much more. Here are some highlight features of Speech IQⓇ and explanations about how it provides workforce management value for agents and managers. 

First up: It helps identify high risk calls

Advanced Search is a feature that gives managers the ability to easily identify high-risk calls, locate previous calls, and use previously speech transcribed call data to create automated reports showcasing a variety of analytics. 

In order to efficiently coach agents, they should know what top-quality calls sound like. Listening to successfully resolved high-risk calls helps teach agents how to provide a positive experience for irate customers. Managers generally ask agents to submit their best calls. Sometimes they are lucky enough to catch a great call during call monitoring sessions. 

When managers are able to identify high-risk calls as they occur, it benefits both the agent and the customer. Managers receive customized notifications via email or SMS. For example, quick intervention can allow managers to coach new agents through a risky call to prevent further escalation. This helps create a positive experience for the customer as the agent receives advice from their more experienced manager. 

Workforce management systems allow managers to refine their coaching strategies by introducing new metrics to measure.

Advanced Search from the LiveVox suite of solutions allows managers to easily find high-risk calls using SpeechIQ®. Since all calls are speech transcribed, looking for keywords that indicate a high-risk call allows for managers to quickly pull those calls up. As a result, managers eliminate hours of work. They can use their time towards more important tasks and provide better-targeted coaching for their agents. 

When a customer calls in claiming either that “they weren’t told” a specific piece of information, or that “the last representative they talked to said this,” managers and agents alike all too often oblige the customer without double-checking. Although “the customer is always right,” many times repercussions can follow if agents readily give in to customer claims. 

Discounts or freebies add up and can result in a significant loss of revenue for your company over time. At times agents are held accountable for a mistake they didn’t actually make. Another common scenario is when a customer calls in from a different phone number, so their account does not populate and call notes are left in limbo. This makes it difficult to verify information later on. 

Advanced Search makes it easy to find the call in question. With tools like SpeechIQ®, managers can locate the call transcript by searching for keywords or phrases. Agents can quickly resolve their calls, and managers save time trying to search customer accounts for relevant call notes. It will no longer be a mystery to find who spoke to which rep or what exactly was said after a customer calls in from a different phone number. Their conversation can be quickly located. 

Next, it layers speech analytics into quality management

When agents receive coaching or performance feedback, how do your contact center managers gather metrics? What kind of metrics do they use? The most common metrics used to evaluate agent performance are things like call handling time, missed calls, number of inbound or outbound calls, call resolution rates, and hold times. Perhaps customers are asked to fill out a customer satisfaction survey. 

Although these metrics do provide great insight into an agent’s performance, features such as Advanced Search allow managers to refine their coaching strategies by introducing new metrics to measure. They can locate keywords or phrases that agents should (or should not) be using. This data is easily generated into visualized reports that can be used as critical insight into a team or individual progress as a whole. 

Automated scorecards are another way managers save countless hours of time. You can set up custom metrics such as proper introduction and closing, accurate disclosures, and script adherence. Workforce management systems like speech analytics analyze calls in real-time and deliver automatic scorecards to managers. Instead of spending an hour with each agent, managers can easily access scorecards that provide important data ready for them. 

Then it takes workforce management systems and coaching to the next level

Managers can also take their coaching to another level using sentiment scores. SpeechIQ® provides sentiment analysis for every call. You can narrow down problems by filtering calls with negative scores. Quickly find out whether a single agent is not performing up to par or whether an entire team is struggling with performance. When managers listen to these calls, they can effortlessly find out what is causing the problematic interactions. Pinpointing this allows them to target the areas that agents need to improve. 

Sentiment analysis also provides positive scores. Managers can use these calls as examples of great customer service. Evaluate positive calls and the keywords or phrases commonly used. Listen to the questions the agents ask. The patterns that come into view hold valuable insight that can help agents improve their first call resolution rates. 

This feature also saves managers many hours of extra work so that they can focus on more important work. For example, if a contact center requires managers to perform monthly reviews with their teams, and each team is made up of fifteen agents, one-hour-long meetings with each one can add up quite quickly. LiveVox understands how valuable time is in the contact center environment, which is why tools like SpeechIQ® are designed to speed up workflows while increasing quality at the same time.

In the end, speech-driven analytics can strengthen workforce management 

In addition, contact centers can now narrow down customer pain points and spot trending questions or concerns with ease. Managers can spot common phrases or keywords customers use and see how often those words come up overall. 

This helps not only managers provide strategies for their agents, but can also help direct future business decisions as a whole. Companies are always trying to figure out ways to understand their customers. Advanced Search makes this possible with a simple search that captures the words from the customers themselves. 

Data provided by speech analytics allows contact centers to capture inbound call drivers. SpeechIQ® provides a breakdown of the most common phrases customers use after the agent introduction. Knowing the primary reasons why customers are calling also helps contact centers target specific needs. 

Employees can be strategically placed during certain hours, or managers could assign specific agents to certain types of calls. Your contact center will see an improvement in average handling times and an increase in customer satisfaction. Companies have recorded a 40% decrease in AHT after incorporating speech and text analytics into their improvement processes. The level of insight provided is invaluable. Speech analytics provides numerous ways previously unheard of to maximize contact center efficiency. 

Understanding exactly what your customers are looking for has never been easier. The analytics generated from Speech analytics can also capture customer suggestions or ideas. This allows you to zero in on exactly what the majority of your customers want. The potential to increase revenue is right at your fingertips. By using this data to provide what your customers are asking for, your business will always be ten steps ahead of the competition.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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