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2017

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LISTEN 2017 will be held October 25-27, at the Opal Sands Resort in Clearwater Beach, Florida. With an elite lineup of keynotes and speakers, over 40 educational breakout sessions—most led by customers, Eureka Great Escape Challenge, Eureka Success Playbooks, ever-popular API content and plenty of time for networking, LISTEN 2017 is a must-attend event. To secure your spot at the conference and book your room at this breathtaking hotel, register now.

 

NEW at LISTEN 2017 -- Great Keynotes and Session Speakers You Won’t Want to Miss!

jay-baer.jpgJay Baer – Keynote Speaker -- New York Times best-selling author. In his fun-filled presentation, Jay will share research, demonstrate the impact of “Talk Triggers” on customer sentiment and talk about how to use Eureka to obtain them and evangelize insights throughout the organization.

 

 

 

 

joe-dudek.jpgJoe Dudek, CRP, GMS-T – Sr. Market Manager, Quicken Loans – Keynote Speaker – Join Joe and learn “How Quicken Utilizes Culture to Drive Innovation, Customer Experience and Business Success.” Joe is passionate about the company’s culture and its effect on new strategies and opportunities and his talk promises to be inspiring and his excitement, contagious.

 

In addition to these keynotes we have an elite lineup of session speakers from Sirius XM, Otterbox, Thomson Reuters, Mercedes-Benz Financial Services, Encore Capital Group, HomeServe USA and many more. Check out the complete lineup.

This year’s agenda of sessions is based on votes from members of the EO.com community.
Check out the
agenda and start mapping out your top session picks.

NEW at LISTEN 2017 - Eureka Great Escape “SPY” Challenge

You wake up with a briefcase handcuffed to your wrist in a room you’ve never seen before. A high-ranking operative has gone missing and it is your mission to find out who she is, where she is hiding and then escape the room you are trapped in to bring her back. All you need is in front of you. Test your Eureka know-how and solve a series of puzzles to unlock the clues, escape the room and complete your mission.

 
NEW at LISTEN 2017 – Introducing Eureka Success Playbooks

CallMiner has developed a Eureka Playbook Matrix that outlines best practice for utilizing various Eureka content to achieve specific ROI based on your targeted Use Case(s).   Based on this matrix, CallMiner has begun developing a series of playbooks to provide step-by-step instructions for utilizing specific Eureka content (both out-of-the-box and custom) to achieve quantifiable ROI.

 

Although there is no “easy button,” at LISTEN 2017, CallMiner is introducing Eureka Success Playbooks on 15 different plays including: Long Call Analysis, Silence Drivers Analysis, CSAT Score, QM Automation, Customer Effort Score, Sales Effectiveness Score, State Law Requirements, Disclosure and Mini-Miranda Analysis. Each Playbook aligns with a specific use case such as efficiency, customer experience, performance management, sales effectiveness or risk and compliance.

 

Attendees at the conference will receive a thumb-drive in the welcome pack with all fifteen Playbooks.  These Playbooks are designed for all types of analysts and will be organized as follows:

  • Beginner Playbooks:  Written utilizing out-of-the-box content and basic metadata attributes & measures to assist analysts that has successfully completed product training with identifying and eliminating the outlier calls contributing to the targeted ROI metric.
  • Intermediate Playbooks:  Written utilizing more advanced out-of-the-box content or simple custom created content, along with basic metadata attributes & measures, to assist analysts that have several months of working in the product under their belt with identifying the process variation required to address the targeted ROI metric.
  • Advanced Playbooks: Written utilizing advanced custom created content, along with advanced metadata attributes & measures, to assist seasoned analysts with identifying the systemic change required to address the targeted ROI metric

 

Be sure to join the session, “Getting the Most from Out-of-the-Box Content” for a walk through of one of the playbooks. Then you’ll have everything you need to go back to the office and put the plays into action.

 

2nd Annual LISTEN API Contest

This is a chance to show off your organization is using the Eureka API use case and the benefits derived from the data extracted via the API. The winner (determined by peer review at LISTEN Session) will receive the coveted “Eureka Innovation Award” and a free pass to LISTEN 2018.

Contest submissions will be judged on the following criteria:

  • Use Case Overview
  • Brief narrative description of API programming efforts to facilitate objective
  • Types of Data extracted
  • Impact of the data extracted via the API to meet business objective (include metrics, ROI, etc.)
  • Summary

For registration and sponsorship information go to www.listen2017.com.

Agents, teams, and contact center supervisors face an unending list of demands and expectations from customers and business owners. If you are unable to deliver on these expectations, you risk poor customer experience and diminishing profits. A common underlying factor in not meeting expectations is inefficiency. Inefficiency costs contact centers money and time.  Finding ways to streamline contact center processes is the best way to effectively increase efficiency and make better use of resources.

 

Step One: Identify Problems

Before you can fix inefficiency, you have to identify what problems or processes cause it. Inefficiency is mainly caused by the need for contact center representatives to multitask. A typical agent is expected to document conversations while communicating with customers. It is easy for call center agents to miss or overlook steps while doing something else at the same time.

 

Start by looking at your current metrics. How many customers contact your business on a given day or within a certain timeframe? What is your average handle time (AHT) or first call resolution rate? If these numbers are less than optimal, chances are your agents are not adequately equipped to handle the calls they receive.

 

Step Two: Streamline Processes

Once you identify core problems, you can start to streamline your contact center processes. By streamlining these processes, you eliminate wasted time, decrease expenses, and deliver a better customer experience.

 

     1. Utilize Multiple Contact Avenues.

If your contact center is still just a call center, it’s time to consider using other contact methods. Social media, live chat, text messaging, and e-mail are just a few additional ways to connect with customers.

 

By using more than just phone calls as a communication method, you make it easier for customers to contact you. Using other methods means you can create automatic responses that direct customers where to find answers to low-level problems. These speed up the time it takes for a customer get answers which increases their satisfaction with your company.  In addition, it improves your call efficiency giving agents more time to focus on more severe problems.

 

     2. Implement IVR Technology

Interactive voice response (IVR) technology is an automated system thatasks callers various questions before they are routed to an agent. Theoretically, using IVR should improve your first call resolution rates, average handling time, and customer satisfaction rates because customers are connected with the best representative the first time. Contact center agents can use the time they would have previously wasted listening to customers they couldn’t help to solve problems they can. IVR systems do need to be constantly tweaked. Speech analytics can uncover issues with IRV routing or insights that lead to additional IVR options. When coupled together, these technologies can help make call centers more efficient and keep both agents and customers happy.

 

     3.       Automate Repetitive Tasks.

Agents normally have a list of tasks they must complete for each call. Some of these tasks are tedious and waste precious time like assigning next steps, documenting conversations, and creating follow-ups. Automating these tasks means agents are back on the phone helping another customer instead of tackling tasks manually.

 

     4.       Create a Knowledge Base.

The average United States call center suffers from a 33% employee turnover rate which means one-third of your employees are new at all times. It is difficult to properly train new contact center agents when the process is not documented. In addition to a structured employee training program, it is also beneficial to have a knowledge base for agents to reference.

 

Knowledge bases act as a central location to agents to find answers and possible solutions to customers’ problems. An agent can search for specific questions and complaints to find out how to respond and how other agent’s helped customers in similar situations. This eliminates the need to put a customer on hold until agents find a colleague that can help.

 

     5.       Automate Quality Assurance.

Quality assurance (QA) teams play a vital role in determining how well agents perform. Depending on the number of contacts you receive daily, it can be difficult for them to review 100% of the conversations. Using a system that automatically reviews every conversation for silence, certain terms, and call outcome, you are better equipped to make changes quickly. Being proactive on QA issues increases efficiency and decreases company expenses.

 

The Best Way to Streamline Process

Streamlining contact center processes may seem like a big project and lead you to delay taking these vital steps. While it is significant, it is not necessarily as time consuming as you anticipate. Many businesses use speech and interaction analytics software to implement the strategies listed above. Analytics software is a powerful tool that when leveraged appropriately helps businesses like yours streamline processes, increase productivity, maximize resources, and improve their bottom line.

 

Benefits of Streamlining Contact Center Processes

When you invest in streamlining processes, you are investing in your customers. Customers expect the brands and businesses they work with to meet their demands and deliver on expectations. Streamlining processes is the best way to free wasted time and spend less while still delivering a positive customer experience. When you deliver a positive customer experience, customers are more likely to turn into loyal customers that not only return but also refer other customers to your door.

 

What processes have you streamlined that have produced the biggest efficiency gains, costs saving and improvements in customer experience?

 

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Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, customer experience itself is not seen as an ROI generator. But thinking about customer experience as an ROI generator matters! If CX is yet another sunk cost, you won’t get the resources you need to deliver a truly great experience to your customers.

 

While customer experience is many things, any company that’s serious about customer experience (and thereby generating ROI) will focus on two areas: collecting accurate, actionable customer feedback and delivering great customer service. Here I’ll focus on how to get ROI on customer service, and I’ll save how to get ROI on other aspects of CX, for future posts. My examples will span a range of industries, from retail to elective surgery, because customer service can work as a conversion tool for almost every company.

 

Customer Service—It’s Your Conversion Machine:

Let me start with a blanket (but true) statement: Whenever chat, email or phone-based customer service generates ROI for an organization, it’s invariably because customer service is being actively staged and strategized as a conversion vehicle. Every aspect has been carefully considered: what the customer service associate says, when they say it, and how they say it. And for chat-based customer service, when the chat box appears, and for whom, is also a deliberate feature.

 

It’s critical to note that even though great customer service can (and should!) drive conversion, you should NOT think of customer service as a sales team. After all, the customer is calling or chatting to get information or advice. Responding to questions with a sales spiel is a quick way to turn customers off. Using customer service to drive conversion is not about using overt sales techniques, but rather providing proactive information and showing the next step as a natural progression in a clear and compelling way.

 

Making customer service your conversion machine comes down to mastering the four dimensions common to all customer service:

  • Timing
  • Connection
  • Information
  • Differentiation

 

What follows are a few tips and tricks about how to use each of the four dimensions as a conversion tool. Of course, there are myriad, nuanced ways to use customer service for conversion, and I’ve only listed a few so if you’re interested in more ideas, say hello.

 

Timing: These are the pacing aspects of customer service—how long is the transaction, how long is the wait in line. To convert you need to show that you value the customers time.

  • Set expectations and meet them:  when you say “hold for just a minute,” take just a minute, not five. Not only is this good customer service but, in terms of conversion it’s critical. While the customer might very well take the next step even if they have to wait on hold or in line—if you disregard their time, it will violate their trust, and for conversion, trust is essential.

 

Connection:  These are the listening and empathy aspects of customer service.  To convert, associates need to show clear engagement because if you don’t care why should your prospect?

  • Reference the customer and their situation specifically. For example, if the customer needs recommendations for a dress, and mentions it’s for a wedding, weave this into your response: “The X dress and the Y dress would be two great options for a low-key, Saturday afternoon wedding…”
  • Use the customer’s name; it signals that they’re uniquely important.

 

Information:  Of course, timing and connection mean nothing if you’re providing bogus or confusing answers to customers’ questions. For customers to take a next step, they need answers that are clear, accurate, and proactive.

 

  • Validate with social proof. Explain to an equivocating shopper that “in the product reviews, customers rave about the ergonomics and versatility of this particular lawn mower.”
  • Always include a call to action. An easy next step is by far one of the most important aspects of conversion. For example, in chat and email interactions, provide links to the products referenced. That way, if you’ve been persuasive enough in your interaction, it’s simple for the customer to click and buy.

 

Differentiation: Customers shop around, so you’ve got to actively demonstrate that your company is special or outstanding. Prove to the customer that they’ve come to the right place.

  • Cite facts and statistics that show your company is the expert. For example, “For five years in a row, we’ve been rated the best home insurance agency in Florida,” or “Our sunglasses go through a 30-point quality assurance checklist—they’re tested to survive the worst of your mountain bike wipe-outs.”
  • Provide an extra tip or trick “And know that if you leave your sunglasses on your dashboard, the lenses are likely to overheat and delaminate.”
  • Share your unbeatable warranty policy or product guarantee: “In the rare event that you get a defective item, or you don’t think you look stellar in that dress, just return it. We want our customers to be thrilled with their purchases from us; that’s why we offer a 60 day guarantee.”

 

You can’t manage what you don’t measure—including conversion. But knowing your conversion rate alone will only show you how you’re doing generally, not what needs to be improved upon specifically. If you want to improve your conversion rate, you’ll need to measure the communication elements that drive your conversion rate and you’ll need to share your Persuasion Score with executive and front-line teams regularly.

 

Now, as long as you’ve made it this far, send us a customer service interaction (a chat transcription, an email, a call recording) and we’ll tell you if it’s conversion oriented. If it’s not, we’ll give you a few ideas about how to make your interaction more persuasive!

 

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The newest call center technology advancements are focusing on deeper insights and customer satisfaction.

 

Over the past several years, call center technology has played a big part in shifting the industry’s focus towards a better customer experience.  Overall wait times are down.  Calls are transferred less often before a solution is found.  More communication channels like text, chat, social and email are being taken seriously.  The patterns within these actions are clear- call centers are getting serious about improving customer satisfaction on the customer’s terms.

 

How is technology empowering these advancements?  Let’s take a look at some of the latest trends-

 

Delving Deeper with Analytics

Collecting data has never been difficult for call centers- they have mountains of it on hand from recordings of customer interactions.  The real challenge has been finding ways to transform that data into actionable insights, preferably ones that can empower call center managers to fine-tune their teams.

 

Best-of-breed speech and customer interaction analytics solutions automate the Quality Assurance (QA) process and reveal customer insights across multiple channels including – calls, chat, email, texts, social media and surveys. These systems transform call center performance management by converting 100% of customer conversations into transcripts that can be categorized, tagged, and scored based on business KPIs.  They also capture metadata from any source – recorder, chat system, CRM, and evaluate every interaction for sentiment and acoustical values.

 

Transcripts and recordings are easily searchable for specific good and bad language and behaviors. Insights can be used for training all agents on areas they all need to improve and for coaching specific agents on the areas just they need to improve. Supervisor and agent dashboards incentivize self-evaluation and online training. In addition, real-time analytics provides alerts to agents and supervisors while a call is happening. These alerts can remind agents about proper greetings, compliance language, and upsell and cross-sell scripts. In addition, speech analytics is being used to uncover root cause. It’s great to know that there are large blocks of silence on a call, but it’s even better to know why. Is there an issue with IVR routing, is it difficult for agents to find the information the customer is asking for, is it a training issue, or are agents just wasting time? All of this information can be revealed through speech analytics.

 

Advancements in both the analytics technology and speech recognition engines are improving the accessibility of these solutions to small and mid-sized companies and those who are not quite ready to deploy a full-featured solution.  In addition, the functionality of analytics technology can now be expanded with the use of APIs, which are enabling analytics solutions to grab data, functionality and services from other systems and vice-versa.

 

Businesses who are serious about better understanding customers and improving their experience throughout the entire journey are turning to speech and customer engagement analytics. Other return on investment values include: automating QA, fine-tuning agent performance, improving compliance adherence, and increasing sales/collection.

 

Omnichannel Support & Behavior Analysis

While 2013 and 2014 surveys found up to 79% of customers still prefer phone support over any other method; that statistic itself is misleading.  Just four years ago, nearly 8 out of 10 chose phone support because they didn’t have any other choice; at least not one that seemed viable at the time. In many of these cases customers picked up the phone after having unanswered emails and striking out on every other channel they could find.  The data indicated that a lack of quality support through email, social media and text was driving customers away.

 

Today, the Aberdeen group finds that 58% of businesses now use eight channels to communicate with their customers.  While that’s certainly a step in the right direction, the latest call center technology can now analyze and sync all those cross-channel conversations to get a much better idea of customer preferences.

 

More Comprehensive Self-Service Tools

Likewise, a major industry complaint in recent years has been the lack of self-service available to customers for smaller tasks that really don’t require much human interaction. For instance, think about something as simple as a consumer requesting a credit card limit increase in an emergency situation.  While we all know that an algorithm ultimately makes that decision, the consumer would have to call customer service, navigate through an automated menu, explain the situation and eventually have a service rep go through the same process the customer could have completed themselves ten minutes earlier.  These types of obstacles make little sense from a service standpoint.

 

The solution in this instance also goes back to better data analysis through state of the art call center technology.  Not only can companies create self-service alternatives for their customers, but they can also see how those digital elements are interacted with to know how to fine tune them.  This is also where machine learning and artificial intelligence are quickly entering into the equation to automate most of the basic level tasks that service reps handle today.

 

Cloud-Based Solutions & the Rise of Virtual Workers

Cloud-based communication have drastically reshaped the landscape of call centers in recent years since it allows companies to quickly expand or condense their operations at will depending on the business climate.  Without the hindrance of data being tied to geography, it has opened doorways to countless call center business models that weren’t even possible five years ago.  Both hybrid and full-scale cloud solutions will continue to gain popularity in the near future.

 

Bringing data to the cloud has also allowed call centers to move away from large physical locations and take advantage of remote workers across the globe.  Modern collaboration tools keep workers as connected as traditional employees while slashing the cost of doing business.  The result is flexible, more efficient personnel that are better equipped to handle a variety of client needs.

 

A Unified Customer View with APIs

For many years, companies have been using several disparate business systems that were not able to easily integrate with one another. A major disadvantage of these siloed applications is that they made it very difficult, and IT resource intensive, to extract information from one system so that it could be shared with another. This is no longer the case.

 

For example, some speech analytics solutions have APIs with CRM systems such as Salesforce, or data visualization solutions such as Tableau, as well as big data warehouses. Through the API, specific bits of data can be grabbed from these systems and used in the speech analytics dashboard. Or they can be pulled from the speech analytics platform and used by another business application. In addition to data, APIs enable the use of services and functionality, such as adding a workflow step from one system into another.

 

The recent widespread development and use of Application Programming Interfaces (APIs) is allowing businesses to invest in best-of-breed speech analytics solution and easily integrate with other existing systems to pull data from one into another for a single unified view of the customer.

 

Big Data & Predictive Analytics

Predictive analytics is a term you’ll become quite familiar with in the near future as call centers learn how to better use their current and historical data to predict the best ways to serve customer needs.  This relatively new computer science combines machine learning with statistical analysis and queries to predict future trends, challenges and opportunities before they actually happen. 

 

Data centers are capitalizing on this technology by using it to better understand their customers across all communication types.  For instance, how long is too long to leave a customer on hold?  How many clicks will a user make before leaving a FAQ database in frustration?  What is the optimal amount of automated interaction?  Predictive analytics can provide those answers and so much more.

 

What emerging technologies are you using or considering?

 

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