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What should I consider if I'm thinking about introducing automation in my contact centre? Print E-mail
Answer; if you're thinking about automating, here's a seven step guide to preparing your approach:
  1. Think twice before going it alone.  Designing a good speech service demands a rare combination of technological capability, advanced dialogue design skills and linguistics expertise that your organisation is unlikely to possess.
  2. Know what you're trying to achieve.  Examine how your processes work today and how they'll need to change when automated.  Map how customers behave on calls; what they ask and how, then build your solution to accommodate that.
  3. Determine success measures at the outset that balance financial advantage and improved customer satisfaction. And don't be blinded by technological success.  High recognition accuracy has little value if callers don't get what they want.
  4. Take a customer centric approach.  If a service works people will use it, if it doesn't they'll find ways of circumventing it that may cost you dearly.
  5. Don't get stuck with a short term solution.  Speech technologies and the standards that govern them aren't standing still.  A hosted solution that removes technology upgrade and capacity expansion headaches may be the best way forward.  
  6. Take a holistic approach.  Your speech solution and the language it uses must harmonise with other communication media.  For example, if your direct mail refers to a customer brochure your speech service mustn't refer to a product catalogue.
  7. Test, learn and refine…All speech services need constant review if they're to evolve in line with changing customer behaviour and expectations.
 
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