This is One Technology Call Center Management Can't Afford to Delay

How quickly are you able to implement change in your call center? It’s not uncommon for call center management to be so wrapped up in the challenges of everyday business that it’s difficult to accept something new and embrace it as a priority for implementation. This is especially true for those environments trying to adopt the omnichannel approach to the customer experience.

There’s no doubt that call center management have a lot to juggle, especially as agents navigate away from only managing calls to facilitating interactions across multiple channels, using a variety of different technologies. The tendency is to look to tomorrow to put the next thing in place, with tomorrow actually referring to the day when everything slows down enough that you can start on something new.

The reality is nothing slows down enough that you can take a break and start anew.

Instead, call center management has to be forward thinking enough to recognize that change is necessary, especially when that change is focused on technology that allows for a greater competitive advantage. At the same time, a number of available innovations can also improve metrics and overall outcomes.

Yes, there is pain in the implementation and training process as call center management still has a lot to manage, even as change is happening. But, as highlighted in a recent Monet Software (News - Alert) blog post, there are certain implementations that can’t wait until someone can get to it eventually. This is especially true for speech analytics.

According to Monet Software, the faster speech analytics is implemented by call center management, the faster it will help the organization overall start to reduce average handle time, improve service and even increase company profits. In a nutshell, speech analytics will recognize why customers are calling and then communicate this information to agents. The agent is then in a much better position to handle the issue efficiently, thereby shortening the length of the call.

At the same time, speech analytics also enables call center management to recognize trends in what customers are asking about. The information gleaned could influence the development of new products or enhance existing products and ultimately boost sales. The technology thereby turns every interaction into a source of valuable customer data. It eliminates the sampling practice that gives management only a glimpse into performance and instead provides a big picture perspective on the customer base as a whole.

The benefits are too great to ignore and so easily realized, it doesn’t make sense to put off implementation of speech analytics. If your call center management hasn’t made this implementation a priority, it’s time to make a change. 

Edited by Alicia Young