Is Your Customer in the Driver's Seat?

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media. Web-based dashboards can enable ongoing visibility across all conversations and agents, giving today's contact center manager new levels of insight to optimize his workforce, identifying those interactions that need immediate action and then routing the customer to the optimal agent, back office worker, or manager for resolution.

This new generation of analytics enables organizations to analyze the variation of journeys by customer, tier, or issue, as well as be better informed to contextualize and personalize end-to-end experiences, improving satisfaction and long-term loyalty. This enables organizations to reduce costs, enhance sales, and, most importantly, improve the customer experience.

Consider Your Work Force Too

Speech analytics can provide increased insight for contact center managers by automatically identifying key issues hindering agent performance. By classifying and monitoring all calls accurately, a holistic solution eliminates the concern about small sample size, as every agent's use of key skills during every conversation with customers and prospects is analyzed. An optimal solution can identify key phrases used by an individual agent and assess whether these are in line with training advice, helpful to the customer experience, or facilitate additional sales, for example.

But what are the benefits?

Some of the specific benefits seen from implementing interaction analytics are:

1. Understanding why customers have contacted you. Speech analytics and text analytics can comprehensively categorize all interactions to identify the reasons the customer has contacted the organization and the processes in place that drive those interactions. Analytics allow contact centers to determine the appropriate action and measure its effectiveness, as well as identify contacts that might be better handled using cheaper self-service options.

2. Understanding the root causes of customer dissatisfaction. Analytics can help identify the underlying causes of customer frustration by identifying the specific business processes, products, services, or agents producing customer dissatisfaction.

3. Improving the customer experience. Once this information has been found and rectified, customer experience delivery can be significantly improved by maximizing first contact resolution rates and discovering, then correcting, the root causes of customer dissatisfaction.

4. Proactively discovering emerging trends within the voice of the customer. Most organizations are already aware of the most important key performance indicators and agent and customer behaviors that should be measured and monitored on an ongoing basis. However, even the most technologically advanced analytical systems usually need to be told by humans what to analyze, so if the organization doesn't already know it needs to be on the lookout for a particular issue, most analytical systems are equally unaware. Speech analytics and text analytics can automatically discover emerging trends or issues within the voice of the customer by analyzing all conversations and uncovering relevant topics 

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