Napa Valley wineries are deploying optic readers to help winemakers identify the best grapes for their wine. The robots can separate the preferred grapes from the non-preferred grapes at hundreds of times faster and more accurate than humans. Vintners believe that not only will these new tools speed up the sorting process and lower cost, but the taste of each vintage will improve as well.
New tools change the way we work in the pharma call center to lower costs while improving performance. Several commonplace tools have met this dual objective through the years – Automatic Call Distributors, Interactive Voice Response, Work Force Management, and others. But can the new tools like text and speech analyzers step up to meet the expectations of call center managers, their customers, and the company accountants?
The winemakers said that high tech sorters can’t tell the perfect grape from a raisin until the expert winemaker programs the robot what to look for. So too is this true for text and speech analytic tools. Heat maps and stress tones are fairly worthless until they are used under the expert guidance of an experienced call center manager or monitoring professional.
All tools have benefits and caveats, and here are a few that we have experienced:
In conclusion, we certainly believe the value is there to begin working text and speech analytic tools into your contact center. These systems by themselves may not deliver the value contact center leaders are looking for, but with a little human involvement, you can have an investment that will pay dividends for your contact center.
At Centerfirst, we utilize industry leading transcription and speech analytic software partnered with our expert team of monitoring specialist to deliver an enhanced Quality Monitoring (eQM) process that delivers contact center leaders the insights they need at the right time.
Contact us if you would like to learn more about our usage of text and speech analytic tools or discuss how Centerfirst can help you maximize the value of your contact center.