It’s that time of year when baseball seems to take over every television for 7 nights of the week -if each team is lucky. The World Series is one of the most watched events of the year and this year is no different with both the Dodgers and Astros fighting for the pennant. But why are we talking about baseball? Well the management of a sports team, any sports team really, is not that different from the management of contact centre agents. Remember the Oakland A’s—the major league baseball team that inspired the book Moneyball? They integrated big data analytics into their team strategy and it changed the game as we know it. By leveraging available data, the team manager was able to assess specific players’ values and performances to assemble power-packed lineups for each game. The end result: one of the most influential strategies to hit professional baseball.
Voice is not a new concept. It’s been around for decades and while it’s making its second trip around the sun, evaluating and analysing how far it has come is truly a fascinating endeavor. For all of the super-hip, tech-savvy-millenials, you might as well put on a poodle skirt for this.
1950’s to the 1960’s
In the history of speech recognition technology, this was the era of ‘baby talk’; only numbers and digits could be comprehended. In 1952, ‘Audrey’ was invented by Bell Laboratories which could only understand numbers. But in 1962, the ‘shoebox’ technology was able to understand 16 words in English. Later, voice recognition was enhanced to comprehend 9 consonants and 4 vowels.
When developing your business objectives and technology, a key component is evaluating the degree of automation offered by your technology platforms. Self-service and automated business processes often reduce costs while improving agent and customer productivity. Consider what you are doing to drive overall customer automation, expand the linkages between front-end and backend systems to streamline the agent experiences (CTI) , support your agents by empowering them to better service your customers (WFO) and most importantly, what systems do you have (and desire) to measure your centres performance (Reporting)? What do you need to add, enhance or revamp to deliver a better customer experience? By expanding automation technology across the contact centre you can also expand the areas to which the technology itself can bring value.