Improving Customer Service With Contact Analytics

CallMiner explains how contact analytics can help to improve the customer experience.

1. The ability to see linked interactions

One of the most useful benefits of an automated contact analytics platform is the ability to see linked interactions, which create a complete picture of the customer experience journey.

When focused only on a subset of live calls, a manager or supervisor cannot analyse from the point of connect, through the IVR and automated attendant, each voice transfer or text-based interactions (such as chat or SMS).

2. Capture and analyse 100% of voice

Monitoring three calls, per agent, per month misses too much. Quality Analysts and team leaders are also notorious for “cherry picking” only short calls from the least complex call queues.

Amplifying this problem is the fact that not all business units, teams, or personnel are monitored (TLs and specialty care for example).

A properly deployed contact analytics platform objectively captures and analyses 100% of voice and non-voice conversations, eliminating any chance that the output has been filtered.

3. Creating context by highlighting relationships between words

Word or phrase-spotting could provide some usefulness to the call centre manager, but it requires a level of pre-work and manual data manipulation to deliver useful and actionable insight.

Allowing the technology to highlight relationships between words, categories, acoustic information and other metadata elements (such as AHT, employee organisation, sales performance, CSAT surveys, transfers, CRM data, etc.) creates context. There is no insight without context.

4. Automating compliance monitoring increases accuracy

Having context also creates analysis opportunities on employee – and customer – compliance with legal or company requirements.

Automating compliance monitoring with contact analytics increases accuracy, reduces risk, and delivers substantial cost savings.

5. Highlight customer dissatisfaction and analyse trends

Contact analytics can highlight customer dissatisfaction and system issue trends by mining variations of customer questions, such as “Why does the online system show availability but I can’t reserve a room online?” and “How many customers are being transferred incorrectly when trying to cancel a reservation?”

6. Automatically highlight the frequency of similar bottlenecks

Contact analytics can automatically highlight the frequency of similar bottlenecks, unnecessary transfers, and repeat calls.

By understanding which customer types, employee workgroups, IVR exit nodes, websites, company policies, work procedures, etc. are creating unnecessary volume, the call centre manager can focus improvement opportunities.

For more information about CallMiner, visit their website.