Module 10: Delivery of Results

Structure of Presentation

The presentation should contain the following topics:

Call Metrics:

• Call quantity per queue

• Average duration of calls by queue

• Quantity of inbound/outbound calls

What is covered/not covered in analysis:

• A breakdown of the questions from the client’s scorecard

• Limitations (speech analytics cannot determine if an agent took notes correctly)

Analysis Results:

• Valuable insights which not only affect the call center, but also other sections of the company.

• Method of analysis

• Specific metrics and numbers of results (Ex. not just a % of calls, but quantity of calls and if the result correlates with other findings)

Examples:

• Quotes from the transcript

• Request IDs of the calls for reference in Genesys

• The File Names of the calls (these calls should be tagged in Word Bench as well for easy identification)

Charts/Graphs:

• The Power BI Call Scoring app may have relevant information to display

• Word Bench has some options for displaying application data if relevant

• You could also export data manually and create your own graphic to present data in a different way

Recommendations:

• Action to take to address an efficiency concern

• Steps to repair customer relationships

• Safety measures to establish to avoid potential legal issues

Further Potential:

• How speech analytics can be utilized moving forward

• What types of applications can be created to further enhance analysis (call drivers, risk analysis, etc.)

• Additional benefits from bumping Call Journey call data against information like sales history or marketing campaigns.

The delivery of the presentation should not take longer than one hour including questions, so metrics that are not directly related to insights may not be necessary to include.