Call Center Analytics

AI-Driven Modeling to Improve the Agent and Customer Experience

Are traditional analytics and contact center practices enough to drive customer satisfaction? During this live Virtual Conference webcast, Larry Skowronek and Michelle Carlson from NICE Nexidia lead a conversation about how AI-driven data modeling can be the key to achieving greater success. To further explain, Larry and Michelle walk through the state of analytics today, an overview of sentiment analytics, an overview of predictive behavioral routing, and how to combine sentiment and predictive behavioral routing to maximize customer satisfaction and drive progress.

Today, we generally see a large disconnect between business and how they evaluate customer interactions. Eighty percent of companies claim they deliver “superior” customer service, while in reality, only eight percent of their customers actually agree. This is partially because the state of measuring customer satisfaction is deeply flawed. Manual reviews of calls that require a human to evaluate transactions lead to highly subjective, interpretive, and inconsistent feedback, which not only requires higher costs, but also fails to move the needle forward.

Customer contact centers are a dynamic and evolving animal. The only way to respond to change is with change. Enter: Sentiment Analytics. Sentiment Analytics is a way to use machine learning to train a model that measures whether our customer interaction was positive, negative, or neutral on a granular scale. The machine can take our otherwise subjective behaviors and turn them into subjective data that is highly valuable and actionable. This data is consistent, accurate, and without bias. Most importantly, because it is a machine, it can do as much work as we throw at it, so we can receive and analyze data for every single customer interaction.

This AI-based model has proven to be statistically accurate, according to several CX centers that use it. But how exactly does this model measure customer satisfaction. The model reliably measures every interaction, including:

  • Spoken words, like “Awesome”, “I’m annoyed”, and “This is ridiculous”.
  • Laughter detection.
  • Pitch and tone.
  • Cross talk: customer and agent interrupting one another.

These models may also differentiate calls that start positively and end negatively, indicating worst practices, as well as calls that start negatively and end positively, indicating best practices. The reliability and accuracy of these models have allowed businesses to gain deep insights on the overall customer experience and quickly translate those insights into action. Finally, these models create a hyper-personalized customer experience. This is a monumental advantage, as eighty-four percent of customers say that personalized customer experiences are key to winning their business.

For a perfectly personalized customer experience, sentiment models can aid in Predictive Behavioral Routing (PBR), which uses sentiment analytics to match the customer to the appropriate agent and therefore improves the overall customer experience. By bringing Sentiment Analytics and PBR together, businesses can seamlessly operationale their sentiment data by:

  • Calculating customer sentiment on 100% of interactions
  • Using this sentiment combined with personality, make the best connection for the customer.
  • Immediately improve customer experience with AI-powered routing.

So, what does this process look like in real time? In one example, a Fortune 500 company’s customers were initially being transferred all over the contact center. They then optimized their customer calls based on sentiment dada. Here’s what happened:

  • They saw a 15% decrease in negative sentiment on PBR (predictive behavioral routing) routed calls.
  • They saw a 13% increase in positive sentiment on PBR routed calls
  • They saw a 6.4% decrease in average handle time in PBR routed calls
  • This required 0 hours of coaching, training and employee change management.

The combination of sentiment and behavioral routing will improve customer satisfaction metrics, reduce costs for manual listening and surveys, improve customer satisfaction via targeted coaching and performance management, and increase employee satisfaction. Your analytics practices are valuable, but should be evolving to keep up with dynamic consumer expectations. Your employees and customers alike will thank you for it.

To listen to the full webcast click here: https://bit.ly/2ULJgPB

Finding an Easy Formula to Do the Math is a Challenge for Contact Centers

When you google “contact center metrics,” there’s no shortage of suggestions to peruse. Lists of varying numbers of suggested metrics to be monitored pop up on the screen: 7, 13, 20, 27.  But which are the right ones for a company’s specific environment? The across-the-board metric cited is First Contact Resolution (FCR), which is a standard that just about every contact center views as critical to maintain and improve.  Similarly, Customer Satisfaction ratings, while not always quite as simple to define, are also a universal target to be monitored.

But it gets murkier from there. Many other commonly cited metrics, such as service level or average handle time, are not always directly comparable across channels; and evaluating teams that share some — but not all — queues is not always a precise process.  An ICMI study revealed that 39% of contact center leaders struggle to identify and measure key performance indicators.

A deeper understanding of metrics and how to calculate them helps a business set the right targets and reach goals to support its mission and vision. Each measure used to help determine how teams are performing needs to be understandable and actionable to individual agents, supervisors and management alike.  When all parties agree on what is important, a company can consistently track performance and see where to improve processes and training to help its agents do better.

Having this level of clarity on goals and metrics and knowing how they’re tracking towards those goals, creates employees who are more engaged with their work and empowered in their roles. A Dale Carnegie infographic shows that companies with more engaged employees outperform companies without engaged employees by 202%, and have customer retention rates that are 18% higher, according to loyalty strategy research by Colloquy.

Setting goals to measure performance can be somewhat tricky. Targets should not be so difficult to attain as to make them daunting for agents. There must be flexibility and compromise in determining how to balance between goals that appear to compete with one another, such as average handle time – where saving and time and reducing cost is paramount – and customer satisfaction, especially in cases that involve more complex interactions. When creating scoreboards to measure agent performance, businesses need to ensure that goals are instantly comprehensible and ready to act upon. They also need to make sense mathematically in tracking drivers across all contact channels including traditional, social, and mobile.  It’s helpful to use the same classification system across all interactions and equip agents to use it consistently.

Of course, simply knowing which metrics to use and how to score them is not the be-all, end-all for optimizing agent happiness. Going back to Google, one would find an astounding 147,000+ results for “benefits of a happy contact center agent”. The major areas of focus in these listings range from the obvious: “why agent satisfaction is important,” to the ubiquitous “fun things to do to keep agents happy” and the more specific evaluations of software and services to promote agent satisfaction.

Companies must be proactive in their approach to building models that are consistently accurate in predicting probabilities and outcomes in their contact centers. Models that are less than precise lead to failure to maintain desired service levels and result in cost overages. Businesses need to find innovative but proven methods to calculate the proper variables and the right things to look for in developing analyses that result in accurate forecasts.

Data abundance and complex operations make it challenging to develop, implement, and present clean, clear reports and on-target analyses. Over the next several months, agent-first solution provider Sharpen Technologies, developers of an always-on contact center platform built for the enterprise, will present a comprehensive series of complimentary webcasts on CrmXchange.

The four sessions are designed to demystify the process of determining the right metrics, show businesses how to measure and accurately analyzing contact center performance, and to implement those analyses across the operation so the entire organization stays focused on excellence. It will culminate in a discussion of how to put together the most efficacious math models for contact center executives and managers to glean actionable insights.

The first webcast in the series, “Attributes of Solid Contact Center Performance Metrics – and Attributes of Poor Ones”  will take place on Thursday, March 5.

The second,” Learn How to be Great: Helping Agents, Supervisors, and Execs Perform,” will be presented on Tuesday April 21.

The third session, “Setting Performance Goals and Scorecards,” comes up on Thursday, August 13.

The final presentation “Building Great “What-If” Models and the Resulting Analyses for the CEO” will be delivered on Tuesday, October 20.

All webcasts will be jointly presented by Ric Kosiba, Chief Data Scientist and Adam Settle. Chief Product Officer, Sharpen Technologies. Ric’s vast background of expertise goes back two decades to Bay Bridge Decisions Technologies which he co-founded in 2000. In that role, he developed the contact center industry’s first “what if” decision engine, a complex set of algorithms designed to forecast proper staffing levels. Adam is an experienced education professional skilled in Sales, Coaching, Team Building, and Training. He combines his extensive knowledge with hands-on experience as a trainer at Apple and Angie’s List.

Register now at no cost for the individual presentations or the complete series. Each webcast is at 1:00PM ET. If you cannot attend the live presentation, a link to the recorded session will be available within 24 hours.

How Analytics Enable You to Bring Your Company Closer to the Customer than Ever Before

There are divergent opinions in what technologies are most effective in creating a better customer experience, but one thing that just about every expert agrees upon is analytics can be  a real game-changer.

According to a recent Harvard Business Review Analytics Services study, published in Forbes magazine;

  • 70% of enterprises have increased their spending on customer analytics solutions over the past year.
  • 58% of enterprises are seeing a significant increase in customer retention and loyalty as a result of using customer analytics.
  • 60% use real-time customer analytics to improve customer experience across touch points and devices as extremely important today.
  • 44% of enterprises are gaining new customers and increasing revenue as a result of adopting and integrating customer analytics into their operations.

The move toward greater use of analytics has been swelled by a wave of converging technologies including artificial intelligence, the internet of things (IoT), and cloud computing. The exceptional speed and precision advanced customer data analytics continue to improve at an exponential rate, making them a must-have for businesses seeking to forge stronger connections with their audience.

As further noted in the Harvard Business Review Analytics Services study, the number of corporate executives who responded to the study indicated that the importance of having the capability to use customer analytics to improve customer experience across all touch points rose from 60% in 2018 to a projected 79% for 2020.

But it’s an oversimplification to just state that analytics can be beneficial to businesses. Analytics tools encompass a broad spectrum of categories and technologies that needs to be understood and evaluated before being implemented and integrated into a company’s CX strategy.

Can text and speech be analyzed in the same way? Why or why not and how should companies be thinking about text analysis vs. speech analysis? Both text and speech analytics enable organizations to optimize customer engagement by looking deeper into interactions its agents have with customers, regardless of channel –phone, email, chat, social media, or surveys as well.

Speech analytics uses speech recognition software to convert spoken words of recorded calls into text where analyses can be performed. When used effectively, it can help identify the reason behind a call, the products mentioned and the caller’s mood. Sophisticated speech analytics software can analyze phrases used by customers to quickly identify their needs, wants and expectations and indicate areas that need improvement for front-line personnel.

Text analytics is the process of transforming unstructured text documents into usable, structured data. It works by deconstructing sentences and phrases into their components, and then examining each part’s role and meaning using complex software rules and machine learning algorithms. One can analogize it to slicing and dicing piles of diverse documents into easy-to- interpret data pieces. By more closely examining communications written by–or about– customers, business can identify patterns and topics of interest, and follow up with practical action based on what has been learned

Desktop analytics offers contact center managers a method of capturing and analyzing user activity at the desktop level. The data gathered about individual application usage and across applications can not only impact the customer experience but ultimately affect the IT resource budget as well. It resides on each individual agent’s desktop, compiling a list of every application, URL, and more the agent accesses during the day. This empowers companies to determine if contact center personnel are adhering to standards and see how well they are relating to customers.

Leading analytics provider Calabrio will take a deeper dive into the constantly growing use of analytics—and examine its specific role in enabling companies to become more customer-centric—in two complementary…and complimentary…webcasts on CrmXchange.

The first of the two presentations –“The Beginner’s Guide to Analytics” –will take place on Thursday, February 20. Presented by Contact Center Analytics Consultant Mark Fagus of Calabrio, it will explore such key topics as:

  • The differences between speech, text and desktop analytics
  • Analytics technologies, such as LVCSR (Large-Vocabulary Conversational Speech Recognition), Phonetics and STT (speech-to-text)
  • The top 10 analytics business use cases

The second webcast –Unlock Customer-Centric Intelligence on Thursday, March 12 will expand on how companies can make the most out of using analytics by empowering themselves to reach higher levels of comprehension by developing new insights to deal with their customers. Brad Snedeker, Director Product Marketing, Calabrio, will delve into features that companies can use to their advantage, including:

  • Embedded analytics – learn how analytics have been surfaced throughout the application to provide easy access to key insights without having to go outside everyday workflows
  • Unified, self-service dashboards – compelling and personalized insights within dashboards that can double as homepages
  • Enterprise KPIs – out-of-the box performance management tools
  • Speech-to-text enhancements – find out how to achieve increased accuracy and speed of transcription

Register now for the first or second of these informative Calabrio webcasts….even better, sign up for both! Each will take place at 1:00 pm ET: if you cannot attend the live presentations, you can download each one 24 hours after it is completed.

What New Paths Will Companies Take to Shape the Customer Journey in the Years to Come?

As the time-honored adage puts it, ‘a journey of 1000 miles begins with a single step.’ These days, the journey a customer takes when engaging with a company may be far more geographically limited but usually starts with a lot more steps. The ever-evolving customer journey incorporates varying interactions and experiences that take place on different touchpoints: a website visit for research, a call with a sales rep or chat with an agent, a conversation on social media or online review site, an inbound call, and even an in-store retail encounter.

It has become more important than ever for a business to take advantage of every possible resource to understand its customers: their wants, needs, and expectations, their thoughts and opinions and feedback and expectations. Building this knowledge will enable companies to deliver the highly personalized customer experiences that are becoming more crucial all the time in an increasingly competitive marketplace where consumers are offered a constantly growing array of options.

Given access to vast resources of data and technology, the customer journey today has morphed dramatically from where it was even five or ten years ago. And every company’s success depends upon combining the right technologies with the agility needed to effectively manage all the interactions that take place on every channel along the way.

Gazing into the future, which often-predicted developments will come to pass? Will the migration to the cloud finally encompass all businesses and make service more responsive? Will messaging ultimately surpass voice as the communication channel that is most compelling for businesses and consumers alike? Will digital transformation extend its reach deeper into the contact center environment to better leverage profile data, more closely examine customer feedback, and measure sentiment? Will customers expect greater availability of agent support that involves the use of screenshots, photos and video? And how will the growing use of AI-powered solutions progress, both in terms of those that provide more effective self-service options and those that support the development of more highly specialized agents?

Of course, no one can foresee every possible path the customer journey will take in the coming years, but CX and contact center executives and managers have an opportunity to get a cogent vision of many of the most important changes in an upcoming complimentary roundtable webcast on CrmXchange. On Thursday, December 5, at 1:00PM ET, NICE Nexidia and RingCentral will team up to explore “Smooth Customer Journey- Predictions for 2020 and Beyond.

Ken Brisco, Senior Product Marketing Manager, NICE Nexidia, who is responsible for establishing the scope and message as well as the competitive advantages of NICE’s Customer Journey Optimization Solutions within the CX space will be joined by RingCentral’s John Finch, AVP PMM, Customer Engagement, an executive with an extensive background in developing strategy for global customer engagement. Among the topics they will cover are:

  • How AI-driven analytics can boost customer loyalty and retention
  • The importance of measuring quality across all channels
  • In what ways bots are best able to collaborate with humans
  • How macro to micro-level journey analysis drives deeper insights into customer engagement

Register now for this insightful look into which near-future developments may change the way your organization helps to orchestrate the customer experience. If you are unable to attend on December 5, you can access the recorded version approximately 24 hours after the live presentation.

 

Predictive Behavioral Routing: Advancing the Capabilities of the ACD to Meet the Needs of 21st Century Customers

We’ve all had the frustrating experience of trying to extract information we need from a random agent who is not attuned to the specific issue with which we need assistance. We explain and try to provide context, but the conversation goes around and around in circles as we grow increasingly exasperated and the agent reaches new levels of confusion. In worst-case scenarios where there is a clash of personalities, the agent becomes defensive and the caller outright angry, often resulting in customer churn.

Call routing is a technology that has been around for as long as there have been call centers: the automatic call distributor (ACD) has been in place for more than 45 years since the Rockwell Galaxy appeared on the scene in 1973. But throughout that time, it has mostly been an application that supported faster pickup as opposed to more empathetic and effective customer service. It wasn’t until the early 90s that algorithms were developed that enabled skills-based routing. This called for the organization of groups of agents with specific skills that related to the needs of incoming callers based on their responses to a series of questions asked by a menu-driven IVR type of application.  Calls could theoretically be routed to people speaking the caller’s language with the right product knowledge.

While better than simply routing a call to the next available agent, skills-based routing still left a lot to be desired. It lacked the capability to take advantage of quantum advances in big data, analytics, and personalization strategies. But over the past five years, an emerging technology has been changing the equation. Predictive Behavioral Routing (PBR), first introduced by Mattersight in 2014, takes the customer interaction process from a chance encounter to a personalized connection. The company’s foundation in analytics along with its proprietary behavioral model allowed for the application of data to enhance calls right from the moment they were connected. Mattersight was acquired by NICE Nexidia in August of 2018 and the combination of NICE Nexidia’s advanced Interaction Analytics provide organizations a more comprehensive understanding of the customer journey along with a clearer view of the customer persona.

AI-powered smart routing communicates with the ACD to intelligently pair customers with agents best equipped to handle their personality style, resulting in more productive and positive call outcomes. Now being used by Fortune 500 customers in areas such as financial services, retail, healthcare, communications, and Telecom, Predictive Behavioral Routing is proven to provide improved business outcomes.

According to Paul Stockford, Research Director, NACC and Chief Analyst, Saddletree Research “Predictive Behavioral Routing is paving the way for a new era in customer care – combining the best of data analytics, artificial intelligence, and the customer experience.”

Although many contact centers executives and managers may have heard of PBR, they might not be aware of all the powerful benefits it can bring to their operation.  See first-hand how elevating the ACD from a simple call delivery tool into a strategic method for taking the customer experience to unprecedented new levels in a  complimentary “Predictive Behavioral Routing Demonstration – How Does it Work? What Can it Do?” on CrmXchange on November 19 at 1:00 PM ET.

Michele Carlson, Senior Product Marketing Manager, NICE Nexidia, will share the expertise she developed in over a decade at Mattersight in analytics technologies that provide businesses the opportunity to understand data and customer interactions. Among the topics covered will be:

  • Insight into how PBR captures a customer’s personality style and behavioral data, and the ways the data is used to identify the best agent to address their concern
  • How a call is routed to the optimal agent for the customer
  • In what ways KPIs improve with personalized connections
  • Results and best practices from enterprises that have elevated connections with Predictive Behavioral Routing

Register now for this exciting demonstration of a truly game-changing technology. If you cannot attend the live presentation, you can download it 24 hours after it is completed.

An Online In-Depth Education Program Without the Cost and Inconvenience of Traditional Live Conferences

While there are numerous quality live conferences in the CX/contact center space that delve into workforce optimization, attending these events often entails a series of complex decisions. First, you must determine if it includes enough seminars that are relevant to your specific needs and exhibitors with the right solutions to advance your program. Then, you need to obtain approval and funding, plan the details of the trip and make sure all your responsibilities are covered while you are away. While some consider traveling to an event a welcome break from routine, others find it a time-consuming, expensive disruption that they simply can’t justify.

The need for ongoing education in this critical operational area continues to grow. Over the past 12 years, an increasing number of workforce planning professionals have found a flexible, no-cost, no-travel alternative in CrmXchange’s annual online Best Practices in Workforce Optimization virtual conference, produced in conjunction with the Quality Assurance and Training Connection (QATC) and the Society of Workforce Planning Professionals (SWPP).

Over the past two years, the event has been expanded to provide even more in-depth education. For 2019, it will take place the first two weeks of November, with the first week (November 4-8) focusing on QA and Analytics and the second (November 11-15) examining strategies for Workforce Management and Performance Optimization.

The enhanced conference content reflects the evolution of how contact centers now approach workforce planning responsibilities. It used to be handled in independent groups, with one team handling quality assurance, another conducting training, and yet another developing agent schedules. Supervisors often tried to do coaching with no input from other functional areas, while managers simply ran and reacted to reports. But this disconnected approach no longer works in today’s complex, omnichannel contact center environments. Workforce Optimization is a wide-ranging field that now encompasses all these elements as a unified discipline. And the CrmXchange virtual conference provides WFO professionals with the year’s most convenient and comprehensive opportunity to gain greater insights on the latest technologies, tactics and best practices.

Attendees have the opportunity to meet in real time with industry experts and colleagues who can answer their questions and offer business solutions tailored to their contact centers, without the cost and time away from the office of an on-site conference. Anyone can attend learning sessions the same way they would in an on-site conference.

The format allows entire WFO teams to share newly acquired knowledge throughout an organization. Team members can attend live sessions together or attend different session tracks. All sessions will be recorded and available on demand for one week after the conference – giving those who could not attend the initial presentation the opportunity to view the sessions later.

In addition, attendees can visit the virtual exhibit hall to download product videos, and obtain product information, press releases, white papers, and much more. Sponsors, including Calabrio, CallMiner, NICE, NICE inContact and Verint, are ready to share the latest innovations that may benefit your contact center.

And while you can’t sit down over a drink after hours, you can still chat with presenters and peers in the virtual lounge, a specially designed virtual networking forum for registered members of this online event. Learn what others are doing, meet colleagues, pose questions, and offer your own insight.

The Best Practices in Workforce Optimization virtual conference kicks off on Monday, November 4 at 12 noon ET with a high-interest keynote address Building a Customer Experience Movement which examines the true elements required to create a culture-changing CX program that is built to last. It will be presented by Nate Brown, Co-Founder of CX Accelerator, a virtual community of customer experience professionals.

Join the thousands of industry executives who have already benefited from this powerful complimentary two week online conference Register now and check out the broad ranging agenda.

On-Line Workshop on Speech Analytics Designed to Help Understand the Process

To take a step forward, sometimes you need to take a step back to assess where you want to go. Many businesses are eager to implement programs to move their CX needle but often delay in the process because they simply don’t know how to get started. Beyond the obvious decision of which one will be best suited to their needs, they must also weigh such factors as calculating short and long-term costs, developing a formula for achieving ROI, and doing due diligence on the level of vendor help in both getting off the ground and maintaining a successful program.

The new CrmXchange Build-it! series of how-to webcasts offers a head start by learning the basics of putting a successful program in place. Each webcast will provide step-by-step guidance to help launch programs in a variety of customer experience technologies. Registrants receive a worksheet to help them define their goals, identify the specific improvements they want to achieve and analyze the existing technology.

Professionals benefit from an in-depth review of which areas will make significant improvements. “How to Build a Speech Analytics Program- A Workshop” will be presented by CallMiner, one of the most respected solution providers in this space.

Recent research by DMG Consulting indicates that implementing speech analytics in contact centers pays for itself in less than one year, and TechTarget reports that it pays for itself in as little as three months. The many benefits include:

  • Improving the Customer Experience
  • Cost Savings
  • Revenue Enhancement – Identifying Upsell/Cross-Sell Opportunities
  • Improvement in Operations
  • Helping to Promote Customer Loyalty & Retention
  • Diminishing Compliance Risk Issues
  • Reducing Average Handle Time

While contact center leaders have been hearing for years about what speech analytics can do, hardly any webcasts or white papers have discussed the mechanics of putting together a functional and successful program. This live workshop will focus on critical components that need to be considered:
•Goals: How to define and prioritize
•Data Collection: What information is needed, what does your business have and what is it missing
•Staff: How do you get the right departments involved and who needs to be included
•Reporting: Who gets reports, what format are reports in, reactions to new information

Register now and come away with a detailed outline of steps required to have your program hit the ground running. If you can’t make the live September event, the recording will be available for one year.

New CX Metrics for Today’s Digital World

Consumers want omnichannel but conversations and measurements haven’t kept pace by Ted Hunting, Bright Pattern

The customer experience (CX) is increasingly digital with over 95% of customer interactions starting on websites. Forrester research shows that customers are using and hopping between an increasing number of media channels, such as chat, text, messengers, and of course, traditional channels like email and voice calls. Even though “omnichannel” is still an industry buzzword and there has been a dramatic shift to new channels, fewer than 20% of companies offer a seamless, continuous conversation across channels. Ninety percent of consumers want this type of effortless customer experience without friction or silos, but companies are failing to deliver.

Similar to the gap between customers’ expectation for omnichannel and companies’ ability to offer it, metrics for customer experience have also remained siloed and focused all too often on voice. Traditional CX metrics like Average Handle Time are still valid but today’s digital world requires new metrics. In this blog, I will discuss and propose some new metrics as well as some keys to measuring them.

Key #1: To improve the journey, you must see and measure the journey.

Recent metrics that attempt to move beyond siloed metrics for the voice-only world include Reichheld’s Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Sentiment, which rate overall how customers feel about a company and their customer experience.

To improve the customer experience, I recommend using NPS, CSAT, and Sentiment as guiding lights for three new metrics: NPSJT,  and CSATJT, and SentimentJT . These metrics measure NPS, CSAT, and Sentiment by journey type (JT). For example, banks may want to measure CSAT, NPS, or Sentiment by journey type—think mortgages, credit cards, or home equity line of credit. Likewise, retailers may want to measure NPS by journey types like TV sales versus refrigerator sales. By measuring at the journey level, you can improve the quality of each journey type.

CSAT is typically obtained by a simple survey (e.g., rate your experience by giving 1–5 stars) at the end of the given customer’s journey. Sentiment can be measured by an average sentiment score or ending sentiment score for each journey using AI measurements.

Tip: Add new metrics for omnichannel digital CX: NPSJT , CSATJT , and SentimentJT .

Key #2: To improve channel CX and customer segment CX, institute quality measurements at the channel level and measure at the customer level.

It is also important to measure CSAT, NPS, and Sentiment at the channel level and customer level. To do that, I propose using these new metrics for channel type (C): NPSC, CSATC, and SentimentC . These new metrics measure the CSAT, NPS or sentiment on each channel, letting you see which channels are performing well or poorly. They require a simple survey at the end of all interactions within the larger customer journey. If you can see which channel is performing poorly (e.g., chatbots), you can improve the channels and smooth out any points of friction in the customer’s journey. A Bright Pattern survey of consumers showed that NPS scores for bots, text messaging, IVRs, email, and social interactions ranked low, showing common areas along the customer journey that companies should improve.

To measure CX at the customer level, I propose these new metrics for key customer segments (CS): NPSCS, CSATCS, and SentimentCS. Similarly you can look at CSAT, NPS or Sentiment by customer segment, such as gold customers, bronze customers, and new prospects. This provides you with the opportunity to provide specialized care to your best customers by personalizing their experience.

Tip: Add new metrics needed for Digital Omnichannel CX? NPSC and CSATC and SentimentC for channel and NPSCS and CSATCS and and SentimentCS for customer segment

Key #3: Enable omnichannel conversations and omnichannel quality assurance measurements via a platform approach.

So how to get started? First and foremost, to offer a seamless conversation across channels while measuring these omnichannel conversations to improve quality requires that you take a platform approach. All channels must be native in the platform so that a single conversation can be offered to your customers and all interactions can be measured from a quality management standpoint. An end-to-end omnichannel CX platform with omnichannel conversation capability and omnichannel quality management embedded within the platform is the key to easily creating and measuring great omnichannel customer journeys. Contrast this to bolt-on systems that are expensive and time-consuming to implement with siloed conversations and data.

Agent churn: It’s not you, it’s your employee engagement strategy

Jeff Gallino, CTO and founder of CallMiner

It’s no secret that contact centers are infamous for their high turnover rates, which average 45 percent year-over-year—more than double the average for all U.S. occupations. What most companies don’t realize, however, is that this doesn’t have to be the status quo. Identifying the signs an agent is about to check out and having solutions in place to change the outcome can dramatically reduce agent churn well before they decide to give their notice.

If retention isn’t motivation enough, research shows that an astonishing 77 percent of employees worldwide are not engaged, which, according to Gallup, can cost upwards of $605 billion in lost productivity per year. There’s incredible value in spotting non-engagement signs and addressing the lack of productivity that often lead to agent turnover early. This can ensure strong employee engagement and stop the turnover cycle. Not only will it save billions in lost revenue, it will promote better customer experiences through an organization’s No. 1 advocate—its employees.

Warning Sign 1: They go into silent mode

One of the primary indicators of an unengaged employee is silence. Silence is commonly caused by a lack of agent training, but this isn’t only applicable immediately after onboarding. Agents require extensive knowledge of your company’s products and services; however, many employees miss out on new product information because organizations neglect to offer continual education programs.

Employee silence can also happen outside of customer interactions, as managers of unengaged agents tend to notice an increase in the amount of time between each call. Although this doesn’t usually stem from a lack of company knowledge, it’s a telltale sign an employee is experiencing a lack of motivation. Distant employees are comfortable with doing the bare minimum to get by and will likely keep their heads down, and calls quietly recording, to purposely limit the number of customers they interact with.

Warning Sign 2: Under (but not terrible) performance

Decreased performance in areas such as average handle time (AHT), call volume, and following a script could all point to a lack of engagement that, if not fairly addressed, can lead to lower NPS scores, turnover, and even compliance risks.

Sometimes, however, quantifiable performance metrics aren’t the sole indicator of an agent’s performance—as agents aren’t at-fault for many of the disruptions that happen during the call. Companies need to take training, tools and technical factors into consideration when it comes to gaps in an agent’s performance and use contextualized scoring methods to accurately and thoroughly understand where performance issues are occurring and the root cause.
Warning Sign 3: Inconsistent feedback on their work

According to research by Gallup, less than 21 percent of employees strongly agree their employee implements fair evaluation processes. Contact center agents handle dozens of calls per day, but many outbound surveys and manual quality management reviews only account for three to five percent of an agent’s interactions—leading to ill-informed assessments of their overall performance.

In addition to being inaccurate and irregular, many legacy feedback systems are impersonal. Call center feedback usually only involves reprimanding, despite the employee’s desire to be recognized for exceptional service. The lack of effort put into celebrating successes usually causes agents to feel unappreciated and less likely to advocate for the business.

How to Stop the Cycle

Proper training—during and after onboarding: Before sending your agent out on their own, how do you know you’ve given them the proper training to handle the influx of problems they’ll face out on the floor? To keep up with the fast-paced environment of the contact center, they need to stay informed, especially if your products and services are constantly evolving. Each one of your employees is unique and despite what’s suggested by legacy employee education programs—their training processes should be as well. Speech analytics data can help managers offer personalized training programs in accordance with agents’ specific needs, even after onboarding.

Tools to optimize performance: Aside from training, contact center operators need to ask themselves whether their agents have the resources they need to succeed. While two-thirds of customers dial in with a problem, some caused by lack of self-serving options on other channels, they expect your agent to be able to solve, lack of resources is one of the biggest factors leading to job-related stress. It’s impossible to guide each of your representatives through every single interaction—but tools and customer engagement analytics software can take information in real time and apply historical data to provide your agent with better insight and guide them through the call based on the context of the conversation.

Real-time feedback: Agents should always know where they stand when it comes to their performance. A discussion a week, a month, or a year later about a specific interaction with a customer will not help anyone succeed. Having an analytics tool removes any sense of unfairness that’s usually associated with random selection by providing an inclusive and holistic view of your caller engagement data, ensuring a stronger voice of your employee. It also helps with coaching by automatically scoring 100 percent of your agents’ customer interactions to pinpoint the exact areas they need to both improve customer experiences in real-time and add business value in the long run.

While employee turnover is one of the biggest problems companies face today, employee engagement is just as impactful to your business’s bottom line, as those with highly-engaged workforces outperform their peers by nearly 150 percent. All problems associated with the warning signs of an unengaged employee point to a similar source—the company’s inability to fully understand the needs of their employees from both a personal and professional perspective. Similar to how analytics and artificial intelligence work to strengthen customer loyalty, these tools and concepts can help personalize your organization’s approach to agent management—offering a fully-developed employee engagement strategy that involves critical coaching and feedback procedures. In doing so, companies can foster a positive work culture and keep employees from feeling as though they are ‘just another number’.

How Robotic Process Automation Makes Contact Centers More Efficient

Automation isn’t new. Technologies like Interactive Voice Response have been around for a long time. But while advancements like these have reduced costs for the contact center, they’ve also managed to annoy customers. In the case of IVR, callers often get stuck in menu loops or struggle with systems that don’t understand what they’re saying. Enter robotic process automation.

Robotic Process Automation and Artificial Intelligence

Contact centers are in the business of serving the customer, and in an effort to improve the customer experience, technologies are always emerging. Robotic process automation (RPA) is one of them, automating tasks and freeing up agents to personally handle complex issues. RPA uses Natural Language Processing, which is related to artificial intelligence, an even more advanced type of automation that can make human-like judgments about tasks.

Interactive Text Response for Customer Service

Interactive Text Response (ITR), more casually referred to as chatbots, goes hand-in-hand with the increasing popularity of messaging apps. Brands that want to improve the customer experience are making themselves available on chat – and it’s working. More than 70% of 1-800-Flowers’ chatbot orders come from first-time customers, and the company’s commitment to new tech has attracted tens of thousands of users. Chatbots are more effective than IVR because text input is easier for the system to understand than spoken language. AI can then be used to gain a deeper understanding of what the customer is saying, accounting for the different ways a customer may phrase a sentence or question.

Sample Phone Call with RPA

RPA can also be used with phone calls, not just chatbots. Here’s an example of how RPA can help with a live call:

  • Jane calls to speak with an agent.
  • Your RPA takes the call and authenticates Jane by confirming her account number and call-in PIN.
  • Your RPA analyzes Jane’s account and sees that she has an open ticket and that she’s just been on the website to look at the status.
  • Your RPA says something like, “I see that you have an open ticket with us. Is that the reason for your call?” Jane confirms that this is the reason for the call.
  • Jane is transferred to an appropriate live agent.

Contact center technology like RPA can help customers solve their issues more quickly, but it can also provide much-needed support to agents by making them more efficient.