Typical applications for multi-channel analytics Applications for multi-channel analytics The insight provided from multi channel analytics — especially when integrated into a company’s existing business intelligence and data-warehousing infrastructures — can offer significant benefit to practically every department. Pinpointing Cost/Satisfaction Drivers via ScorecardsThis allows enables management to drill down on agent performance via easy-to-use scorecards that compare customer service groups and individuals against their peers in any content category built within the analytics solutions. For example, combining scorecards for cost drivers (such as average handle time and first-contact resolution) with speech analytics-driven key performance indicators (such as customer-requested escalations and compliment calls) can help analysts balance cost drivers and customer satisfaction drivers. In a single scorecard, users can compare their group performance with that of their peer group, or even each agent’s performance with his or her peers, based on actual call content. The following example shows a performance management scorecard containing Customer Interaction Analytics categories as metrics.
Providing Focused Quality Through Quality MonitoringThe integration of Analytics with the Workforce Management Software extends traditional quality monitoring with analytics, yielding focused quality insights. For example, quality supervisors may issue a query to search directly for calls related to specific business issues that have been categorised by Speech Analytics. Alternatively, they may set up Quality Monitoring to deliver calls of interest for evaluation based on speech categorisation results. This functionality eliminates the need to manually conduct searches by setting a quota of calls per speech analytics category to be delivered to a supervisor or business analyst on a regular basis. Speech Analytics categories can also help identify areas of development for individual agents. Once an area is identified, supervisors can monitor, evaluate, coach, leverage best-practice interactions, review agent desktop screen activity, or schedule reports that map categories to other metadata or quality results, such as total quality scores per business issue—all from a Web-based portal. Users can instantly open a contact of interest and leverage a fully integrated workflow to evaluate a call, flag it for a marketing specialist, forward or download it to be shared with other stakeholders in the organisation, convert it into a best-practice “clip” for agent training, and more. For example, calls showing agent inexperience with a new product can be forwarded to contact center supervisors, so that agents can receive the coaching they need. Contacts revealing significant customer dissatisfaction with new pricing can be forwarded to product managers and customer retention specialists for rapid action. A view of the agent desktop screens is also available while playing back calls. This often adds significant insight into the potential process or training enhancements required. Leveraging Customer Feedback SurveysCustomer Feedback solutions provide flexible functionality for conducting post-call IVR and post-contact Web/email surveys. Installed on site (behind company firewalls using internal security policies) it directly interacts with existing telephony and company networks to provide efficient capture and analysis of customer feedback. Customer Feedback solutions allow dynamic surveys that can be tailored to engage customers with timely, relevant, and context-based questions. This approach can drive higher response and completion rates while capturing accurate data. Customers are presented with one of several surveys based on the transaction they’ve just completed. As they interact with the survey, their responses are used to determine which questions to ask next. Information captured is available in real time for analytical reporting, alerts, and workflow. Reports are delivered through an entirely Web-based interface with intuitive controls and drill-down capabilities. Access to data is controlled by the hierarchy scope assigned to the user, to help ensure that users can access data that is relevant to their positions, without exposing data from other parts of the business. Customer Feedback can be merged with applications that mine unstructured data, such as Speech Analytics or Text Analytics, to introduce free-form voice and text comments into survey analysis. For example, an organisation can use Speech Analytics to mine the root cause of dissatisfaction for customers who rate the company poorly on a post-call customer feedback survey. Contributors
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