Call Center Software (speech recognition dictation Best
Practice)
Applying the best practices and lessons learned from the
thousands of existing speech recognition dictation implementation will lead to
successful initiative. The recommendation provide here will help your
enterprise avoid common pitfalls and build a speech environment that your
customers will find compelling and useful. The most important step is to hire speech
recognition dictation expert if speech is new to your organization, and you do
not have voice dialogue experts on staff. Experienced with DTMF application is
not adequate preparation for building speech in interface, neither is it enough
to take a course or two on the topic. Effective speech recognition dictation software
required years of hands on experience. Here are best practice for building a successful
speech recognition dictation call center software.
1.
Conduct a customer needs assessment before
making investment. Too many companies skip this step in order to save money,
assuming that their service and marketing will just use whatever they provide.
2.
Hire speech recognition dictation experts to
assist with the implementation.
3.
Give customer what they want tin the speech application,
not what your enterprise would like then to want. Customers want to do business
their way and will use the system only if they find it valuable.
4.
4. Involve agents in system design and testing.
Call Center agents generally know what customers want and are the most
appropriate internal group to represent the needs of customers.
5.
Invest in the voice user interface, dialogue design,
system persona and voice. These components are critical to your company branding,
voice experience and success of the applications.
6.
Keep dialogues succinct and simple, and use
proper language. Do not overwhelm customers will too many options. Speech is a
very simple interface, but if too many options are presented, customers will
get confused and request agent assistance.
7.
Allow customers to access live agent easily.
Customers do not want to feel trapped in the system. If they can easily reach a
live agent, they are more likely to give the system a try.
8.
Create a customer feedback loop and closely
monitor customer preference. Create an environment that allows customers to
share their thoughts with your company and then take advantage of that input.
9.
Quickly fix problems identified by customers and
enhance the speech application on a periodical basis. Do not make major
adjustment to the application, user interface, and dialogue more than once a
quarter, though as customers do not like request changes, even they do want
enhancement.
10.
Communicate with customers about service
enhancements. Do not wait for customer to stumble upon options in the speech application.
11.
Involve all customer facing departments,
including sales and marketing, in the speech effort the speech system benefits
the entire organization not just the service department.
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