CallCopy Webinar - presented in part during CRMXchange's Webinar - "Four Steps to Prepare for Analytics in Your Organization". Original event date: June 19th, 2013 1:00 pm EST.

1. Voice and Screen Recording
Quality Assurance | PCI Compliance | Workforce Management
Agent Coaching | Performance Management | Surveys
Speech Analytics | Desktop Analytics
Innovations in Call Recording
and Contact Center Solutions
Preparing for Analytics
Four Steps to Success
Gerald Sinclair
Education Specialist

2. • What is analytics?
• Determine how analytics can help
– Traditional analytics use cases
• Develop your game plan
– Determine your criteria for success
Step 1: Preparing for Analytics

3. • Categorize types of calls
• Track reasons for calls
• Revise key terms and phrases
• Monitor daily performance
• Better understand performance
• Monitor emerging trends
• Uncover significance of trends
• Optimize center performance
Step 1: What Is Analytics?

4. • Marketing: What are customers saying about our offering?
• Adherence: Are agents handling calls at required standard?
• Trends: Why is call volume changing?
• Churn: What is causing agents/customers to leave?
• FCR: What is enabling first-call issue resolution?
• AHT: What factors are affecting call duration?
Step 1: Analytics Use Cases

5. • Which tool best meets our goals?
– Desktop versus speech analytics
– Different speech analytics solutions
– Pros and cons of various analytics
engines
• LVCSR- Large Vocabulary Continuous
Speech Recognition
• Phonetics
• Direct Phrase
– Budgeting and Resources
Step 2: Selecting a Solution

6. Step 2: What is Phonetics?
• Phonetic-based speech analytics
English has 40 phonemes (smallest units of sound)
– “G r ei d ei” sounds like “Grade A” or “Grey Day”
Phonetics-based analysis has many benefits
– Index quickly: 60 seconds of audio in 1 second
– Index jargon, brand names, slang and foreign words
– Analyze 100% of call records to catch important ones
– Phonetics analysis uses less computing power

7. • Develop your game plan
– Plan Deployment
– Resource Planning
– Configuring the system
Step 3: Prepare for Analytics

8. • Gather stakeholder inputs for
optimal outcomes
– Address current and emerging needs
• Determine key words or phrases
for areas analyzed
• Set 3- and 6-month goals for areas
where analytics is deployed
Step 3: Plan Deployment

9. • Develop a project budget
– 3-6 months for implementation – setup,
ramp-up, production
– 3-6 months to achieve break-even/ROI
• Determine IT and staff resources
– Dedicate skilled staff
– Configure the system
– Employ professional services
– Determine cloud versus on-premises
deployment
Step 3: Resource Planning

10. • Installation and initial
configuration
• Tuning the system
– Adding key words and phrases
– Reporting
Step 3: Configure System

11. Analyze Report Improve
Analyze interactions,
collect actionable
intelligence, alert staff
to take action.
Analyze contact
handling with speech
analytics.
Coach and train
agents. Modify
processes to achieve
improvements.
Step 4: Moving the Needle

12. Next Steps:
• Visit www.callcopy.com to learn more.
Thank you!
web | www.callcopy.com
phone | 888.922.5526
email | info@callcopy.com