We demoed SpeechIQ, the latest addition to the LiveVox contact center platform suite, at last week’s Strategy and Tech virtual conference. Jason walks you through how to sift through the treasure trove of data in your recorded customer calls, a few use cases where speech analytics is most applicable, and of course, how easy it is to use the tool itself.
You can watch the live demo here and read the full transcript below.
SpeechIQ Demo Full Transcript
Hey everybody. My name is Jason . I am with LiveVox. I lead our Business Consulting team here. Today I want to talk to you a little bit about quality management, speech analytics and data analytics. For those of you that may not know, Speech IQ joined the LiveVox family a few months ago. So I’m going to start the presentation today with that piece.And then I’ll show you a little bit about how that incorporates into the rest of the LiveVox suite.
So let me go ahead and get going here and share my screen so you can see this. Let me move myself out of the way. Alright. So, what you have an opportunity to do with speech analytics is really to analyze automatically through term queries 100% of your transactions with your customers.
And I’m going to just show you a quick example of some common use cases here. Uh, and, and this one, for example, we’re looking for things like, did the agent give the proper greeting? Did they, did they brand the company and the call correctly? Did they state that the call was being recorded? Did they verify the customer, simple things like that, that you want repeated on every single phone call.
This is an easy way to do that. It gives you 100% visibility, regardless of call outcome, regardless of, uh, termination code by the agent call duration, none of that matters. You’re scoring everything. Um, more importantly, you can find out things that you can search for things that you do not want your agents to say. Right?
I want to make sure they’re not saying things like lawsuit or, or threatening, uh, action on customers. So, really an easy way to just do a comprehensive stand of all of that. Um, and in addition to that, it gives you some good visibility into why your customers are calling you or what they’re saying when you’re calling them.
Um, you know, historically we’ve used things like term codes for that. But that doesn’t give you the full answer, you know? Okay. They didn’t, they didn’t arrange a payment or they didn’t resolve the issue count in any way, but you don’t know why. Right? So this really gives you visibility into hearing your customers react to things like champion and challenge strategies you may have in place, special promotions.
And then, that allows you to make strategic decisions about things like expanding your IVR options. Maybe giving digital channel offices customers, or even aligning the right customer to the right agent based on the skillset and the reason for the communication. So now that you have all that, you’ve freed, your sorry, your QM team and your supervisor team up to really do precise training and coaching based on precise call outcomes and examples for your agents.
This is our assessment tool and the platform here. And I’m going to just go ahead here real quick, and I’m going to grab some calls. I’m going to do phone calls for this example, but you can see here, SMS, email chat, all of your digital channels, same concept.
You’re bringing them in. You’re scoring them all on the same location. So. I have a call here that let’s look at, uh, let’s look at this one. So here’s a call… and you’re going through it. You’re evaluating it based on the scorecard you, you put in place. This is a very simple one, but maybe you get to a point in the call and you go, Oh, you know, the agent really had an opportunity here to talk to our customer about the relief programs we have during this pandemic.
And they missed on that. So you can go in and say, Hey, listen, I’m going to come in here. Don’t forget relief. Right? Fine. That’s great. You have that the agent will then receive that as part of their evaluation. They’ll see it on the screen. They’ll be able to listen to the call. They’ll be able to say, okay, I get that.
But you can go beyond that. Right? You can say, all right now. All right, David. Now I’m going to go in and I’m going to ask you, sorry, I’m going to go in and I’m gonna assign you a task to go listen to something in our learning library. So this is a high priority for me. Great. Excuse me. And I wanted it to be done today.
So now David knows. All right, I’ve got this task out there. So now, and I’m going to have to move myself real quick. I can go to the content library as an agent and say, all right. I know that my manager asked me to go in there and listen to these coronavirus preparedness documents. And all that is, is just a document that outlines our customers, resources and availability for our customers to give them relief on their accounts.
So again, reinforcement from afar. Very easy to do when you’re 10 feet away from an agent, but when you’re 10 miles away, this gets tough. So this allows you to give, uh, again, precise feedback and it allows you to give clear, repeatable, reliable, constant cycles of training to your agents from remote places.
And again, the last thing here is that the agents can acknowledge that. They can approve and agree or that they want to, they can arbitrate with a third party. So it really gives that agent a vested stake in their ongoing training and coaching. So, now all you’ve got, you’ve got all this data, you’ve got all these scorecards, you’ve got all of your channels into one comprehensive source of data and source of truth.
Now, what do you do with it? Okay. So first and foremost, this is giving you a great opportunity to compare your performance peer to peer, team to team, contact center to contact center, you can do this by portions of communications. So, you know, we talked a little bit earlier “Do they do the opening correctly?” “How did they do on bridging the call?” “Did they negotiate properly?” “How did the closing of the call go?” All these things can be done. Peer to peer evaluation, drilled down to your level of granularity. One of the things that I think is great beyond that is doing that same query by call outcome or a transaction outcome.
Okay. The customer came in with a chat, but what was the reason? You can score that agent or that group of agents on specific result code type. So how are they doing? I’ll promise to phase this agent, for example, is a 67. Pretty well. Align with their peers or they haven’t had any refuses yet. So there’s no scores there, but again, this allows you to very powerfully take this data and align agents with specific transaction types for your customers.
So the nice thing about this is from there, you can say, okay, let’s go take a look at, things like “how are my evaluators doing?” So this is not just about your agents. This is about your supervisors and your evaluator. So you’re bringing in that automated scorecard data. As you see here on this last column, and you can see how well it is aligned with your people that are out there doing the scoring of your agents.
So, this is just a good kind of a fact check. You don’t want to see a situation where your automatic, your automated scorecards and your QM teams are out of whack on their scoring. So this is just a good calibration tool and allows you to see, okay, my team’s doing a really good job of understanding what we’re looking for and how we want to score these calls and these, these texts and these emails.
Once you have that, then you’ve got this learning library. You’ve got this coaching feedback loop. Is it working or not? So now, alright, month over month. Category by category, my progressing. And this is what you want to see right? April to June. Hey, we’re getting better across the board. So this is just telling you my supervisors.
Get it, my agents, get it. The processes in place work again. This is simple when you’re all in the same contact center together, not so much when an agent’s sitting in their living room, 30 miles away. And then lastly, here we talked about the channels earlier. This is telling you your average score by channel.
So this example is a great one, because you can see the agent in question here is doing great on things like, uh, outbound, SMS, and chat, but really struggling on the inbound side. So you’ve got a training opportunity here with that agent, or if you choose to go to the chat, that path, you have a strategic option here to just take that agent out of that channel.
So lastly, then what I think is really the coolest piece about this. You now have all of your data in the same place, your, your, your KPIs, your, your traditional KPIs, your, your connects per hour, your work’s per hour, your conversion rates, all of that. And now you’re bringing in your QM data as well. So you’re giving yourself a 100%.
Holistic agent scorecard. And this one’s a really good example because this agent in question is crushing it in right party contacts per hour and productivity, which is what you want in a context. But when you have a full blown holistic scorecard with visibility into that QM and those automated scorecards and those past fails, you realize, all right, but this agent is 93rd in my contact center against their peers in compliance score.
Yikes. Not so great. So you have a coaching opportunity there. So I went over a lot there. Um, to wrap it up, what we’ve talked about here, the scorecard, the automated scorecards really allow you, if you think about the coal, the gold mining shows allows you to pull that 50 feet of dirt off the top and allows you to focus on that gold of those accounts that you really want to monitor review and coach on.
The data lets you make strategic decisions about your agents, about your teams, about your strategies. All of it across the board. So this is visibility and again, to your customer experience, your agent experience and the people that are doing the coaching and training of your contact center. So really powerful stuff.
LiveVox is a next-generation contact center platform that powers more than 14 Billion interactions a year. We seamlessly integrate omnichannel communications, CRM, and WFO capabilities to deliver an exceptional agent and customer experience, while reducing compliance risk. Our reliable, easy-to-use technology enables effective engagement strategies on communication channels of choice to drive performance in your contact center. Our battle-tested risk mitigation and security tools help clients maximize their potential in an ever-changing business environment. With 20 years of pure cloud expertise LiveVox is at the forefront of cloud contact center innovation. Our more than 450 global employees are headquartered in San Francisco; with offices in Atlanta, Denver, New York City, St. Louis, Medellin, Colombia, and Bangalore, India.