Thursday, 24 March 2016

Call Center Software (speech recognition dictation Best Practice)



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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