Analytics Supports Engagement Efforts

Terry Leahy looks at the role of analytics in keeping both your agents and customers happy.

Customer analytics is becoming a mainstream customer experience management system – particularly when it includes the actual voice of the customer using speech analytics.

Although the surge in compliance-related demand has helped this category, no organisation should settle for cost avoidance as a business justification for an implementation.

In our experience, two-thirds of our customers are generating improved margins by automating the myriad manual and sub-scale processes in the call centre.

A third of our customers are deriving improved revenues as a result of using an analytics platform. These are ROI (Return on Investment) use cases and every implementation – in addition to increasingly critical compliance insurance – should deliver on them.

Interaction analytics is not designed to replace agents

One of the change-management challenges many companies face with any automation technology is dealing with perceptions among employees that the use of this technology is intended to replace their role in the contact centre.

Nothing could actually be further from the truth. Automated scorecards can be delivered directly to the agent/supervisor intra-shift. Customers using this functionality report improved agent performance, retention, and job satisfaction.

When these front-line employees are guided to the next best action, their jobs can become more fun and rewarding. Although they are using an automation technology, these employees are directly benefiting from it in both job satisfaction and frequently in compensation.

And why shouldn’t your agents and supervisors be able to earn bonus money on performance that is being automatically tracked and managed?

A wise man once said that your customers will be treated as well (or poorly) as your agents are treated. The use of interaction analytics is increasing because the industry is seeing business value while improving the customer AND the agent experience.

With thanks to Terry Leahy at CallMiner