By Robert Stanley, Sr. Manager, Marketing Operations for CallMiner
Purchasing speech analytics software is a major investment for both enterprises and SMBs alike. Like all major technology investments, purchasing speech analytics software comes with a bit of pre-planning and analysis. You need to determine how your company can best leverage this technology to ensure compliance, enhance customer service, support agents and reps, and get the biggest possible return on your investment.
What should companies know when they’re about to begin the process of evaluating and purchasing speech analytics software? To help you weigh the most important considerations and make the smartest buying decision for your company’s needs, we reached out to a panel of call center technology leaders and contact center pros and asked them to weigh in on this question:
“What’s the number one mistake call centers make when it comes to purchasing speech analytics software?”
Mark Paetz, Director of Quality Assurance at Higher Ed Growth, was one of the featured industry leaders. Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education. HEG uses proprietary technology, like EduMaximizer, to deliver targeted enrollment leads to for-profit and nonprofit education clients.
“One of the biggest mistakes is… not ensuring that recording quality aligns with the needs of the speech analytics software purchased. Using the right recording technology from the start matters. There’s no way to increase audio quality later on, and it can impact transcription and analytic ability. There are many things that can alter recording quality — audio formats, compression and so on — and it can mean the difference between capturing white noise or word recognition.
Without high-caliber recording quality, call centers are unable to best leverage data and derive actionable insights. They may also miss the mark on compliance.”
Read all of the contact center tips on CallMiner.com: https://callminer.com/blog/22-call-center-technology-leaders-reveal-1-mistake-companies-make-comes-purchasing-speech-analytics-software/