{"id":2216,"date":"2018-08-15T09:39:50","date_gmt":"2018-08-15T08:39:50","guid":{"rendered":"https:\/\/www.svlbusinesssolutions.com\/?p=2216"},"modified":"2023-11-07T10:16:45","modified_gmt":"2023-11-07T10:16:45","slug":"the-case-for-speech-analytics-in-the-small-to-medium-enterprise","status":"publish","type":"post","link":"https:\/\/www.svlbusinesssolutions.com\/the-case-for-speech-analytics-in-the-small-to-medium-enterprise\/","title":{"rendered":"The Case for Speech Analytics in the Small to Medium Enterprise"},"content":{"rendered":"\n<p>Over the last 5 years, advances in technology and the move to the Cloud has made advanced contact centre applications accessible to small and medium sized contact centres.<\/p>\n\n\n\n<p>The BIG question: What are the <strong><u>real<\/u><\/strong> benefits of deploying speech analytics technology within a smaller organisation?<\/p>\n\n\n\n<p>The short answer is \u2013 EXACTLY the same as expected in large enterprises\u2026.<\/p>\n\n\n\n<p>Until recently the limiting factor for use of these technologies has been the <u>prohibitive entry level<\/u> costs \u2013 typically you needed several hundred frontline staff to achieve a successful return on investment.<\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong><span style=\"color: #ff0000;\">With Cloud deployment now a realistic option and \u201crental\u201d of functionality on a \u2018cost per user\u2019 per month basis, this limitation has effectively been removed.<\/span><\/strong><\/p>\n\n\n\n<p>So\u2026. What are these benefits then?<\/p>\n\n\n\n<p>In simple terms, speech analytics benefits come from three routes:<\/p>\n\n\n\n<p><strong>Improved Operational Efficiency<\/strong> in Customer Service environments. Often the best contact is no contact\u2026 so identify repeat call drivers, failures in self-service and remove inefficient processes.<\/p>\n\n\n\n<p><strong>Increased Revenue<\/strong> \u2013 you sell more to happy customers! Proactively understand customer dissatisfaction and resolve reveals issues that allow you to reduce <strong>\u201cCustomer Effort\u201d<\/strong><\/p>\n\n\n\n<p><strong>Compliance<\/strong> \u2013 failure to meet regulatory requirements can be costly in many ways. Monitor <u>ALL<\/u> your customer interaction and be able to evidence best practice approach #FCA #GDPR #PCIDSS<\/p>\n\n\n\n<p>A compelling case, however a major problem is that these crystal-clear benefits are often poorly communicated and understood.<\/p>\n\n\n\n<p>These are, of course, mere headlines. SMB contact centres have issues identical to their larger counterparts and, crucially, the simple inability to effectively monitor a reasonable sample of customer interactions (without the support of suitable technology) is at the heart of cynicism around the effectiveness of analytics.<\/p>\n\n\n\n<p>Can we change the perception of analytics as they become accessible to the smaller call centre?<\/p>\n\n\n\n<p>I believe so, but this will require clarity in communications when scoping a project, an internal analytics \u2018champion\u2019 within the buyer, and a strong partnership with the supplier to ensure the analytics being provided bring accurate and useful results.<\/p>\n\n\n\n<p><span style=\"color: #3366ff;\"><strong><a href=\"https:\/\/www.linkedin.com\/in\/rohannewton\/\" target=\"_blank\" rel=\"noopener noreferrer\">Rohan Newton<\/a> <\/strong>has worked for 18 years delivering Workforce Optimisation solutions to the Contact Centre Industry and is an Account Manager for SVL Business Solutions.<\/span><\/p>\n\n\n\n<p>He will be making this case, in person, at the <span style=\"color: #ff00ff;\"><a style=\"color: #ff00ff;\" href=\"https:\/\/uk-ccf.co.uk\/ukccf-events\/5th-september-2018\/#sf-{}\" target=\"_blank\" rel=\"noopener noreferrer\">UKCCF Midlands Forum<\/a> <\/span>in Coventry on 5th September.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Over the last 5 years, advances in technology and the move to the Cloud has made advanced contact centre applications accessible to small and medium sized contact centres. The BIG question: What are the real benefits of deploying speech analytics technology within a smaller organisation? The short answer is \u2013 EXACTLY the same as expected … <a href=\"https:\/\/www.svlbusinesssolutions.com\/the-case-for-speech-analytics-in-the-small-to-medium-enterprise\/\">Continued<\/a><\/p>\n","protected":false},"author":3,"featured_media":4519,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-2216","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Case for Speech Analytics in the Small to Medium Enterprise |<\/title>\n<meta name=\"description\" content=\"Rohan Newton argues the Case for Speech Analytics in the Small to Medium Enterprise Contact Centre, offering efficiency, increased revenue and compliance\" \/>\n<meta name=\"robots\" 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