Do you know why your customers are contacting you, their sentiment, the feelings they have and what they wish to accomplish with the interaction?
By Torbjörn Hörberg, Customer Experience Expert
In a previous role I worked in a contact center environment. One of the most important things to know was not all about AHT (Average Handle Time), ACW (After Call Work) and all those terms. I needed to know what our customers was calling, emailing chatting about, and what they were really saying.
With Interaction Analytics by Nexidia this is exactly what you get and more.
I will not deep dive into the functionality of the Interaction Analytics application in this article. I will just give you some of the benefits you get from using it. If you want to know more, please click here and explore the dedicated page for IA.
Typical challenges a contact center faces:
- Big difference in agent performance and understanding why.
- Knowledge about your customers – and the right knowledge.
- What processes can we optimize and/or automize?
- How can we optimize our sale channels?
I will try to give you my view on how IA by Nexidia can help you in these areas. It can for sure help in a lot more situations and are by no means limited to these points, but I have chosen to focus on these four.
1. Big difference in agent performance and understanding why.
Often, we can experience big differences in agent output and performance. Why is that? We often start with the basic knowledge we have around this and that is hard data, often from the communication platform. We take the AHT, ACW, hold time etc. and compare it to a well performing agent. What we then see is the surface of the problem, we then shift to co-calling to try and see what the difference is. But we all know when a manager is co-calling, we always get the best performance from the agent. We need to get the full picture of what is going on over time. With IA by Nexidia you get that, you see the performance and skill of the agent in all calls, you get it in a well-structured way and you can see down to what words are the difference from a well performing agent to one with more potential.
2. Knowledge about your customers – and the right knowledge.
One question, most organizations are asking, is:
“Why do our customers contact us?”
We then turn to hard data once again. We deep dive into our ticket system and see that our customers are contacting us regarding an item that is not working as intended. Maybe you also have some more details regarding what the error was from that data. If you have some logging on top of that, you will get more information that the agent manually puts together. This all sounds good, but you will miss a lot of information this way and, we do not get this for 100% of the interactions. Often, we see that agent logging is not bulletproof, they tend to use the top reason and we see in a lot of cases they use a generic option, and it takes time from the agent. With Nexidia we will get the exact problem in 100% of the interactions. The logging can also be automated, and this is where the data turns into powerful insight, which can be acted on to create that top-performing contact center all over the floor.
3. What processes can we optimize and/or automize?
When we are investigating which processes to automate or how to provide a better self-service to our clients’ customers, we often work from our experience with the goal in mind that we strive to make the customer journey and agent experience more effortless. When we use Nexidia we will in 100% of all the interactions see in what regard the customers are contacting us. This allows us to determine what processes takes the longest time and what we need to do for it to be automated with an immense degree of precision. To create self-service, we need to know exactly what our customers are looking for and telling us. Here you will get 100% of your interaction analyzed and from that you will see where to focus your self-service efforts and get the best return on investment, and of course you will get happier and returning customers.
4. How can we optimize our sales channels?
In a selling environment you want to optimize your sales to reach its fullest potential. Often, we see a big variation from agent to agent on performance and sales coming in, why is that? How can we determine what the difference is and how we get the lowest-performing team members to raise their levels? We have some agents killing it and where add-on sales are high. Then we go back to co-listening and again we will get good results from that, so how do we determine what the exact issues is? With Nexidia you will get data from all the agents’ interactions, both the high-performer and the low-performer. Now you can compare the data and see what is causing this discrepancy. Maybe the high-performing agent are using different words that the low-performing? Maybe he/she got a full battery of opening question you have not detected before? This data will be a solid base to act from. You are now able to educate the entire team based on real-life data from your own interactions, instead of doing it based on gut feeling and generic sales tactics.
These four examples of best use cases from Interaction Analytics is just a scape of the surface. You can utilize and benefit from using Nexidia in your contact center on multiple fronts.
I have so much more knowledge to give you in regard to this topic – or any customer experience topic for that matter – so I would love to customize the experience for you, and go in-depth with what makes the most sense for your organization. If you would like this, please don’t hesitate to book a free online consultation with me by clicking this link.