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.