You probably have resources already in house who can work with the Analytics. The key thing is to ensure that they are allocated formal roles and time to dedicate to the Analytics. There are two distinct skills that you need to consider. First, someone must be able to build the Topics and underlying queries that will search your conversations. The good news is that the user interface is intuitive and does not require any programming skills. What is more important is an understanding of the content of your customer conversations and an appreciation of how people speak in real life to construct Topics that return effective and precise results. Your existing Quality team often contains the right person with the balance of business knowledge and analytical skills to take on this role.
Secondly, Analytics generates lots of valuable structured insight that can support business improvement activities and this insight needs analysis, interpretation and reporting. Good Business Analysts who are already familiar with your operation and current data are typically the best placed resources to pick up this work. Together with our Playbook and constant access to our Customer Success Team, you will be able to maximise your return on investment in Analytics with these dedicated skills.