Listening Methods

 
 

Solutions to Get High Value Information

High value solutions present the information management needs for increasing revenues, reducing customer churn or increasing productivity. Generally, projects focus on designing and implementing solution that provide:

Listening Methods designs solutions that can be implemented quickly at a reasonable cost. Reasons for this focus are:

  • Solutions can achieve goals in short time frames
  • Resource requirements are reasonable
  • Business value is recognized quickly
  • Project benefits and costs are easy to quantify, thus there is an easy path to ROI
  • Long term value and return are available with minimal impact on business processes

Identifying High Value Opportunities:

What Customer Interaction Data is Available?

  • What data is being collected?
  • What data is there that is not being collected?

How Useful is the Data?

  • Who is the audience
  • How is it being used
  • What is its business value
  • What does it cost to get the data
  • What is its accuracy

What high value data, currently not available, could easily be collected?

What is the Best Way to Get the Data?

  • Agent attribution and data entry
  • Transaction system events
  • “Screen Scraping” data capture
  • Manual Audit of recorded calls
  • Speech Analytics
  • Surveys