Speech Analytics Success Series Part Seven: Knowing the Business of Serving Customers

Last time I wrote about the seven ingredients for a successful Speech Analytics program, I spoke about the importance of knowing your customer. This week I am going to talk about the final ingredient, knowing the business of serving customers. Companies that are successful in serving customers usually know their customer and how they want to be served and are flawless in that execution. Those companies, I believe, have a deep understanding of how to service a customer and create a service model based on their customers needs. That then becomes ingrained across the enterprise.

So, what does that have to do with Speech Analytics? I think that knowing how to service customers enables your Speech program to interpret the customer experience against the benchmark your company has established. Categories can be built that reflect the organization’s service standard. By having the service standard as a benchmark, findings uncovered though listening or monitoring will be in relation to that standard. Since Speech programs have broad oversight, your Speech Analysts are in an ideal position to evaluate the effectiveness of the organization not only in the execution of the service standard, but also the success of that standard.

So, there you have the final ingredient, knowing how to serve customers. That along with the other six, should help your Speech Analytics program become the asset it can be.