Call Center Analytics

3 Tips for Creating a Captivating Employee Culture

Employee culture has an enormous impact on the success of your company. When you’re able to create a stellar employee culture, your agents aren’t the only ones who will notice ­– your customers will love what they see, too, which will drive sales and business success.

Startups have it a bit easier because they can create their employee culture from the very beginning. If you have an established brand, it may be trickier to shake things up. It is possible, though. Here’s how:

Create a culture that reflects you.

You are your brand, and your brand is you. The elements that drove you to create your company are the same ones you should mark as most important for your company culture. Are you incredibly creative and innovative? Do you appreciate people who work hard and then play hard? Do you think that a relaxed workspace, where people are calm and centered, is the best way to accomplish tasks? Do you believe that collaboration is the best way to advance your company? Think about those questions when you’re hiring employees.

Take the lessons from the past and apply them now.

No matter where you are in your corporate journey ­– a first-time founder of a brand new startup or a seasoned entrepreneur in the middle of her tenth venture ­– you’ve learned something in the past that you can apply here. If you’ve only ever been an employee, think about what did and did not work for you at your previous jobs. If you’ve managed others in the past, think about the reactions you got when you launched new programs or instated certain rules.

Get everyone on board.

In order for an employee culture to truly permeate the entire company, everyone needs to be on board. Take a tip from JetBlue for getting everyone off on the right foot. When they hire new team members, they’re invited, along with their spouses, to orientation. Yes, they watch brand videos during orientation, but they also get to fly simulators and indulge in delicious meals. JetBlue introduces everyone to a specific, brand-centric culture, which sets the tone for their entire work experience.

Employee culture is the base for how everything functions in your company, from interactions between employees to customer service. No matter how long you’ve been in business, you can create and evolve your company culture starting now.

6 Contact Center Technologies to Delight the Customer

Sometimes you have to rethink how you service clients in order to continue improving the customer experience. These six contact center technologies are sure to enhance each customer’s journey, which helps retain them, improves word-of-mouth marketing and elevates your reputation.

  1. Call-Back

If a caller wants to speak with a live agent even though there’s a long wait time, let them opt to get a call back when an agent is available. Allowing the customer to continue with whatever they were doing, instead of having to hang on the phone for several minutes, will keep them happy and let both the customer and the agent deal with the issue efficiently.

  1. Contact Routing Software

Contact routing software passes customers along to the right agent quickly. This technology encompasses all communication routes, including chat, email and voice. Instead of speaking with an agent and then being put on hold to be transferred, the software gets the customer to the correct agent the first time

  1. Interactive Video

When customers call to speak with a live agent via their mobile device, interactive videos play ads, entertainment or promotions during hold time. Not only does this keep the customer’s attention, but it may answer one of their questions or tell them about a product or service they might want.

  1. Two-Way Social Media Conversations

Brands have known for a while that they need a presence on social media, but now customers want a two-way conversation. It’s no longer acceptable to give customers a place to go just so they can provide feedback or learn more about you. Your agents have to actually respond now, quickly and in a personalized way.

  1. Unified Communications

“Omnichannel” has been a buzzword for a long time, but not enough companies are truly embracing it yet. The best customer experience is when the agent can be reached on any device and access up-to-date purchase, service and communication history. Going into a conversation and already having context is imperative.

  1. Voice Response Software

The days of having to listen to lengthy menus and submenus, trying to remember the different numbers to punch in your phone, are gone. With integrated voice response software, the customer can access the right self-service selection by speaking in a natural way.

Contact centers that want to compete need to embrace digital transformation and modern technology.

Important Business Intelligence Tools for the Contact Center

In order for the contact center to meet (and exceed) performance goals, the right business intelligence (BI) tools and technologies have to be in place. BI tools help contact centers improve and optimize their processes in order to heighten their success rate. BI digs deeper into the data you’re already collecting to find ways to relate your findings to the customer experience and, in turn, improve customer retention.

Aggregate Analytics

Aggregate analytics, also referred to as big data, deliver information about the contact center’s overall performance. Both structured and unstructured data is organized and delivered via an “at a glance” dashboard, or something similar. The key is to have only relevant data included so that supervisors don’t have to wade through inapplicable data.

Call Recording Tools

Speech analytics tools – a long-time staple of the modern contact center – accurately transcribe conversation audio to ensure that agents are adhering to a script or guidelines when speaking with a customer. In industries that have strict rules about what can and cannot be mentioned (like collections, for example), speech analytics are even more important than usual. Certain advanced call recording tools will allow for Voice of Customer considerations, too. Real-time feedback, call coaching and customer surveys enable supervisors to make decisions that can improve the customer experience in-the-moment.

Predictive Voice Analytics

Predictive voice programs not only record agent-customer conversations, but also use them to make predictions about how both parties will respond. Emotional changes in the agent’s vocal features can determine if the agent is speaking in an appropriate way to the customer, while emotional changes in the customer’s voice can determine a variety of outcomes, like if they’re likely to become a regular customer.

Selling Recommendations

BI tools can increase revenue by recommending up-sell and cross-sell opportunities to the agent in real-time. By considering the customer’s purchase history and buyer persona, combined with predictive voice analytics, the dashboard can alert the agent when a selling opportunity presents itself. Not only is it easier to sell to customers with a strong purchase history, but BI tools can also determine which products and services will be of most interest to the customer.

The contact center is generating helpful information every single minute. Data is regularly being collected, sometimes passively. With BI tools, supervisors can gather and review all pertinent data to see where improvements can be made.

Customer Journey KPIs Every Contact Center Should Track

 

The customer journey can be a difficult thing to map and understand. With so many touchpoints along the journey, the map isn’t predictable and linear, yet it’s still necessary to monitor and analyze. These Key Performance Indicators (KPIs) will help you gain insight from the customer journey and move on to improve it.

Customer Effort Score (CES)

Even if a customer prefers self-service to live agent support, they don’t necessarily want to put a ton of effort into solving their own issue. Self-service shouldn’t be a difficult-to-implement alternative to normal customer support. Instead, it should meet the needs of the type of customer who seeks out self-service via quick, easy-to-find answers and the ability to make changes sans agent assistance.

Customer Satisfaction (CSAT)

Some of the most important customer journey touchpoints will occur when the customer interacts with a support agent. CSAT is the measure of the customer’s satisfaction before, during and after they contact customer service. If CSAT scores are dropping, it may be time to look closely at agent productivity, ticket management and self-service options.

Net Promoter Score (NPS)

The NPS will tell you if your customers are going to recommend your products and services to others. You have to go deeper here, though – why will your customers recommend your products and services, or what it is that’s keeping them from doing so?

Customer Churn / Retention Rate

Customer support teams for subscription-based products and services have to pay special attention to retention rate. If you see a lot of customers leaving around renewal time, it’s necessary to figure out why you lost them. What part of the customer journey is causing customers to change their mind? There’s a snag somewhere.

Customer Success

Customer Success isn’t a single KPI, but instead a customized KPI program based on your specific business, customers and goals. A Customer Success strategy may include Up- and Cross-Sell Rates; Average Revenue per Customer; or Rate of Adoption, which starts with defining beginner, intermediate and advanced customers or users. You may also want to include Retention Rate, NPS and CES in your customer success KPIs. Think of Customer Success as an overarching customer journey strategy based on what success means for you.

Customer journey KPIs may be difficult to track, but they come with a big benefit – often, improving one will have a positive impact on another.

Don’t Make These Mistakes When Buying Speech Analytics Software

Speech analytics software is a major and important investment for the contact center. Your speech analytics software should help with compliance and customer service while getting you the highest ROI possible. Avoid these mistakes when searching for new speech analytics software.

  1. Assuming speech analytics will do everything for you.

Speech analytics software isn’t a set-it-and-forget-it solution, no matter how smart the technology may be. The software gathers data that you then have to review, make sense of and act on in order to improve your contact center. Only then is it truly powerful; otherwise, it’s simply a data collector.

  1. Not taking advantage of the software’s potential.

Speech analytics software has a number of standard benefits, like agent training and quality assurance. When you purchase modern software, though, you have access to a host of other features you may not even know are there. New speech analytics software may include escalation language and objective compliance, for example.

  1. Choosing software with poor recording quality.

To truly reap the benefits of speech analytics software, it has to be able to record clearly and transcribe accurately. If it can’t, you won’t get a dependable analytics report. Remember, you can’t improve audio quality after a call has been recorded.

  1. Purchasing software for executives who don’t listen to calls.

Software brands know how to dazzle customers to get more sales. However, if contact center management isn’t currently listening to and analyzing calls, this may not change even after pricey software is purchased. It’s better to get in the habit of analyzing calls so that you know the software will actually be used (and also so you’ll have a clearer view of your needs).

  1. Relying on software that doesn’t account for conversational language.

Your agents have to say certain things on each call, like “thank you” when signing off. Your speech analytics software has to detect that these keywords are mentioned in each conversation. However, if your software only detects exact words instead of conversational language, a version of “thank you” will go ignored, and the agent could get marked for not following procedure, even if they did.

In Conclusion

When buying software, identify your contact center needs, then find a solution that checks those boxes. Make sure you’re learning from your analytics, too, instead of just letting it auto-run in the background.

 

3 Contact Center Metrics Improved by Predictive Analytics

Predictive analytics predict future events by combining various techniques that analyze historical and current patterns. Predictive voice analytics can have a major positive affect on integral contact center metrics, including customer retention, follow-up call success and quality assurance.

Customer Retention

One of the customer service industry’s main goals is customer retention, and experts believe that it costs more to acquire a brand new customer than to keep an existing customer. Predictive voice analytics, which analyze the customer’s voice during customer-agent interactions, can determine if the customer is at high risk for ending their relationship with the company altogether. It can then inform the agent that they need to put more focus on retaining the customer. On the flip side, predictive voice analytics can also tell which agents aren’t doing enough to keep the customer coming back. This is more effective than random checking for quality assurance, which can take a long time to identify poor-performing agents.

Follow-up Call Success

Often, the first contact with a customer isn’t the one that has a positive outcome (i.e. a sale); it’s the follow-up call that proves to be more advantageous. However, it’s difficult to know which customers are a priority for follow-up contact. Instead of leaving it up to your agents to determine which customers are worth a follow-up call, predictive analytics can analyze past interactions and study voice features to determine if the customer’s tone and behavior predicts a favorable outcome during the next interaction (like making a payment or finalizing a sale). Predictive analytics can create a ranked list of customers, organized by their likelihood to say “yes.”

Quality Assurance

Predictive analytics are a richer way of assessing quality assurance than traditional methods. Routine QA testing often ignores customer patterns, and it is also unable to learn in real-time. Predictive analytics, however, can analyze all types of data, both structured and unstructured, to give a well-rounded view of agent behavior and how it impacts the customer. All customer-agent communication is assessed in-the-moment, allowing the contact center to get an accurate view of agent performance immediately instead of having to wait several weeks.

Contact centers can’t just gather metrics to assess their current performance and then call it a day. They must also use what they’ve learned from the past to create goals for the future. Predictive analytics can help shape those goals realistically.

 

 

5 Contact Center Trends to Watch

Contact centers have a lot of contradictory goals to juggle: focusing on both employee and customer happiness; modernizing while still utilizing helpful legacy systems; and upholding security while being open-minded enough to evolve. Contact centers are almost always in some sort of transitional phrase, with late-2017 being no different. Here are five trends you should either be familiar with or keep an eye on moving forward.

1. Omni-channel, not multi-channel, service.

Some contact centers mistakenly think that offering multi-channel service means they’re immediately able to deliver omni-channel support, but the two are quite different. Omni-channel services takes those multiple channels and seamlessly integrates them. Agent-customer interactions can be switched to a different channel mid-communication without losing any relevant data.

2. New digital channels.

Customers want convenience, which means being able to interact with customer support when they’re on-the-go. Emerging digital channels have to be adopted by contact centers, including mobile apps and web chat. These channels must be adaptable and easy to use, too, and they have to make it simple for customers to troubleshoot on their own and, when needed, get in touch with a live support agent.

3. Additional performance metrics.

Most contact centers have strategies in place to measure voice and call quality, but since digital channels are still relatively new, measuring them isn’t as commonplace. Understanding how agents perform on digital channels, including mobile, live chat and social media, can help to increase agent productivity and improve the customer experience.

4. Dependence on the cloud.

Though many contact centers have switched over to the cloud, others are still relying on their antiquated legacy systems. According to Customer Think, reliance on the cloud is about to increase dramatically, particularly over the next four years. More contact centers will move to the cloud, allowing them to scale globally, improve their data security and increase their efficiency.

5. Two-way conversations on social media.

The ways customers want to connect with brands on social media has changed – they now want to engage in a back-and-forth conversation with support instead of just observing the content a brand posts. Contact centers will need to train agents in how to chat with customers on social media platforms, both publicly (like on a Twitter thread) and privately (like on Facebook Messenger).

 

5 Tips for Root Cause Analysis in the Contact Center

The best way to solve a problem is to dig deep and find out where it started in the first place. Often, what you see of a problem is a symptom, not the cause. Here are five steps you can take to improve your contact center’s root cause analysis.

  1. Consider acoustic issues.

Root-cause analysis should take acoustic factors into account. For example, if the call has long periods of silence, this could point to a problem with the system. If the contact center agent can’t access data quickly enough or if there are problems with IVR, a slow system may be the problem.

  1. Flag conversations that are abnormally long.

Speech analytics will let you sort through calls based on parameters like duration and repeated calls. You can also find calls where specific keywords are mentioned, like those that are normally associated with a complaint. This will let you know which calls need the most attention.

  1. Monitor data in real time.

Accessing real time data can help you spot and stop issues early. If a new sales or marketing strategy launches and then phone calls start coming in within an hour or two, you’ll know that there’s a problem with the launch that must be fixed. Real time data lets you identify trends as they emerge, giving you the opportunity to stop a problem in its tracks.

  1. Sort problems into categories.

As you start to uncover the main problems customers are having, you can segment them into categories, such as product defects, customer education and marketing communication. Then, you can meet with specific teams to come up with targeted strategies to solve the problems.

  1. Understand the context of the situation.

Relying on word count frequency isn’t enough – the terms and phrases that are being used have to be understood contextually, too. Knowing the context of a problem instead of just the hard data will allow you to pinpoint the situation that caused or contributed to it.

Knowing the average number of complaints your contact center receives on a weekly basis is just a start. You have to figure out the root cause of the complaints in order to effectively tackle them and prevent them in the future. Root cause analysis is a way to solve prominent issues instead of merely putting a Band Aid on them.

How to Motivate Contact Center Agents

There are several reasons to motivate contact center agents: hiring new staff can get expensive; training new hires means there’s lag time between when they’re hired and when they can start working; and company morale can decrease if there’s a high rate of turnover. Here are 5 ways to motivate contact center agents.
All of the tools your agents use, from software to hardware, should work flawlessly. Faulty technology makes it impossible for agents to be efficient. One necessary type of tool are those that reduce customer frustration. Agents can get frazzled after speaking with one angry customer after the other. Software that allows for queue callback or voicemail can make customers happy, which in turn delivers agents fewer frustrating inquiries.
2. Setup seamless automation.
Quality contact center software will automate manual tasks so that agents don’t have to perform them with every single call or chat. Data should also be synced across all customer service tools. When their workload is streamlined, agents have more time and energy to handle more pressing issues.
3. Help agents hone their specialties.
Instead of having all of your agents trained in every area, figure out the strengths of your individual agents and help them specialize. Some agents may excel at handling agitated customers while others will have in-depth knowledge of your products. When you have agents who are experts in certain areas, they’ll be able to answer queries and solve problems more quickly than if they only had limited knowledge of the niche.
4. Open the lines of communication.
Your contact center agents are the closest people to your customers. It’s important that your agents know they can speak with you openly. Not only will you hear great ideas you haven’t thought of before, but agents who feel valued and needed are more likely to perform well in their job.
5. Use analytics to acknowledge excellence.
With call center reporting, you can see how agents are performing. When you find an agent who spends a short time on calls and has a high FCR rate, for example, you can reward them for their performance. You can also see which agents have positive customer reviews and reward them accordingly.
When your agents are motivated and happy, they’re better able to deliver the sort of customer experience you expect.

4 Trends that Improve the Customer Experience

When customer service teams want to differentiate themselves from the rest, they focus on improving and optimizing the customer experience. Companies are more than willing to go above and beyond for the sake of meeting and exceeding customer expectations. Here are four trends that will help distinguish your contact center.

Relying on Artificial Intelligence

Artificial intelligence (AI) is everywhere, from video games to the automobile industry. Customer service has been impacted by the increase in AI, too. This technology can be used to chat with customers about easy-to-solve issues, which frees up live agents for more difficult and complex matters. Automation with AI can reduce customer wait time, interact with customers and collect important data for the contact center to later analyze.

Implementing an Omnichannel Strategy

One major gripe that customers have is repeating themselves to various customer support agents in order to get an answer or have a problem solved. Channel integration isn’t the same as omnichannel service. Today’s companies can’t just respond to a customer, they have to know as much as possible about the customer and their problem beforehand in order to provide customized, relevant support. Customer service requires empathy and a human touch in order to connect meaningfully to the customer.

Analyzing Big Data

While much of the customer experience is about interaction and communication, big data still has a pertinent place in understanding customer behavior. Big data can actually help the contact center connect on a more personal level with customers. There’s so much information that can be tracked now, from customer behavior at every point of the journey to customer preferences regarding any number of attributes. Data helps customer support do things like figure out what a customer is going to want before they even ask for it and determine the best way to reach a customer on the channel of their choice.

Providing Real-Time Communication

Using things like AI, which can automate several processes, and ominchannel strategies, which can cut down on the length of time it takes to solve a problem, gives customer support agents the extra time to handle some queries personally. Real-time communication, specifically via mobile and social media, is in demand, especially by younger generations who are used to communicating in these ways. Being able to provide immediate support improves the customer experience and builds trust in customers.