Communicating Speech to the business

Discussion created by samuelmark1989 on Apr 30, 2018
Latest reply on May 4, 2018 by richardbritt

Hi all, I have a question in relation to communicating Speech Analytics to the business. Our business has had Speech for the past few months and is now at a stage where we are looking to communicate some of our findings to agent level rather than just SM. We have created focus groups and formed 'Speech Advocates' and are looking to release 'Soft Skills' initially as it's probably the simplest and highlights a positive spin. How did you all first communicate and embed this into the business so agents start to see their performance based on Speech? Have you had any wins and equally some losses to avoid?