Speech Analytics tools offer an array of powerful features to help you unlock the secrets of what’s hidden in contact center recordings. If your organization is considering a speech analytics solution or perhaps you’ve just inherited a solution, this 5-part blog series mirrors the insights from our ebook:  "5 Questions to Ask When Building a Speech Analytics Team."

  1. Who should be on and leading a Speech Analytics team?
  2. What are the typical day-to-day tasks of a speech team?
  3. Where should the Speech Analytics team live within your organization?
  4. Why set goals for your team and what should they be?
  5. When should I ask for outside help?

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I am asked that first question ALL THE TIME! The answer to who should be "leading" the team is an effective communicator and self-motivator. The answer to who should be "on" the team is ideally someone with contact center experience and an analytics mindset. Each of these competencies are covered in the ebook in great detail.  

More importantly is finding the perfect fit.  The ebook shares that, "being clear with candidates about the day-in-the-life of a team member. Some candidates will perceive the role as an individual contributor that works on their own while others will be deeply engaged with stakeholders."  

Be clear with candidates the nature of the job.  A typical day-in-the-life includes all of the following:

  • Listening to calls from a specific category or on a specific topic
  • Organizing data from call review sessions (looking for themes and trends)
  • Pulling various reports and/or external resources (marketing, telephony, CRM, etc.) to help tell the story of what is being analyzed
  • Creating presentations based on findings
  • Tuning and/or creating categories for future analyses

In summary, the ideal candidate for a speech analyst or leader should a strong mix of these competencies mentioned. If budget allows, spread these skills across several analysts to round out your group. Analytics-first team members might not be effective communicators and effective communicators might not have contact center experience but mix these skills across the team to communicate results and unlock the potential for the next project.

Next question...

Question 2:  What are the typical day-to-day tasks of a speech team?

Question 3:  Where should speech analytics live within your organization?

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Amanda Haney

Amanda Haney

Amanda Haney is an experienced Group Elite Senior Consultant and Trainer with over 20 years of experience within contact centers. Amanda is driven by a passion for building relationships, improving operational efficiencies, and ensuring adherence to regulatory and compliance requirements. She has a proven history of expertise in a wide array of contact center verticals including financial, transportation, security, medical, and automotive.