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2018

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We are delighted to announce that CallMiner Eureka – our Post Contact Interaction Analytics Suite - has been shortlisted for the 2018 Call Centre Helper “Top 10 Contact Center Technology” awards.  

 

You can help us make the ‘Top 10 list’ by voting for Eureka HERE.

 

It will take you less than 1 minute to cast your vote, and as a result you will help to give recognition to CallMiner Eureka and help other contact center managers make informed decisions about the technologies they invest in.

 

So, if you and those using Eureka can please provide your vote and ask your colleagues to do the same, it would be greatly appreciated. The winning products will be announced in late May 2018.

 

Voting closes on 6th April and we'd love your vote – VOTE HERE!

 

Thank you very much in advance for your support.

Conversational commerce is changing the way customers interact with brands and companies. Younger generations, like millennials, look at the transition as a valuable one because it utilizes technology they rely on every day, their smartphones. Overall, customer culture is evolving, and consumers have a desire for more accessible communication methods that let them interact with businesses when they want and from wherever they are.

 

What is conversational commerce?

The term, conversational commerce, was initially published by Uber’s Chris Messina on Medium and since grown significantly. It refers to the use of messaging apps for shopping, communicating, and overall interaction with businesses. This method of communication gives consumers a way to chat, make purchases, ask questions, and get help from companies without having to call them during specific hours.

 

Some businesses have built-in message systems in their mobile apps, and others utilize Facebook Messenger and chatbots. Most recently, companies such as Dish and Capital One are partnering with Amazon Echo which acts as an interface with individual companies through voice commands.

 

Since the use of messaging continues to rise for personal and business use with more than 1.4 billion messages sent in 2015, conversational commerce is simplifying the customer journey. Businesses that are quick to embrace this new form of communication will quickly establish a loyal following and increase revenue as a result.

 

How will conversational commerce impact businesses in 2018?

While conversational commerce is a step in the right direction for consumers’ needs, there are areas of concerns for businesses to consider. To successfully implement a conversational commerce strategy, each of the below should be reviewed and a plan created by company leaders.

 

1. Analyzing customer conversations at every touch point.

The increase of communication options makes it easier for more of your customers to connect with you, but it also increases the number of conversations your call center agents have on a daily basis. Depending on how you currently track and analyze calls, the influx may create a burden for your quality assurance team.

 

Companies that want to expand customer interactions to more than one user interface need to invest in a call center analytics solution that can automate the tracking process. Analytics solutions automatically capture every conversation including voice, text, social media, and emails and transcribe the information into a central database. The database stores 100% of these customer conversations so businesses can research and identify trends that occur over time.

 

When used successfully, businesses become more proactive at fixing product issues, increasing staffing when necessary, creating new services, and educating their team on best practices.

 

2. An increased opportunity for fraud.

Hackers spend their days looking for new ways to make money. The introduction of conversational commerce gives them just that. But, now instead of trying to hack into an account online or via the telephone, they can now use messaging to access account details.

 

Call centers will need to tighten or create new security strategies to prevent hackers from accessing sensitive information. By establishing procedures including ongoing security upgrades for apps and account authentication by the user, they are less likely to experience a cyber breach. Speech Analytics can also help identify behaviors of fraudsters and prevent them from completing transactions.

 

3. A need for new analytics.

In the past, your call center may have tracked customer satisfaction, first call resolution rates, or average handle time. With the increase of messaging to communicate will create a need for new metrics and key performance indicators (KPIs).

 

With this new technology, call centers will also need to track which communication methods create the happiest clients, first-message resolution, average response time, and the number of conversations via platforms to properly staff the customer service.

 

What steps can contact centers take to keep up with the transition?

Any business that wants to grow and expand in 2018 and beyond should be looking at conversational commerce today.  Decide how you want to or can integrate it into your existing procedures. Do you already have the avenues in place such as a Facebook business profile where you can build a chatbot through messenger to manage customer purchases and conversations?

 

From there it is important that your brainstorm with your customer service team, managers, and leaders on how it will impact you internally. Will you need additional personnel? Can you move current team members around to fulfill the needs? What type of training do employees need? Will there be any holes in the customer service strategy to consider?

 

Lastly, make sure you have a call center analytics system that lets you track, record, analyze, search, and customize reports that calculate overall contact center and agent performance. This is the one way to understand how conversation commerce impacts your customer satisfaction, revenue, and bottom line.

 

Conversational Commerce is here to stay. The digital avenue it opens for businesses to deliver personalized and speedy service will not go unnoticed in the future of customer service.

 

How have you/do you plan to incorporate Conversational Commerce into your business?

 

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CallMiner CX Intelligence Summit in Boston, April 10

Submissions due Friday, March 16

 

We are excited to offer this opportunity to speak at our upcoming CX Intelligence Summit. We have one remaining 45-minute session open for a great speaker and content.

Please send your proposed session titles and descriptions to marketing@callminer.com by Friday, March 16 for consideration. We will let you know by Monday, March 19 if you have been selected. For your participation we will cover your travel and hotel costs for the event.

Topics should support the event theme – Elevate CX with Intelligent Insight

  • For Customers:
    • Discuss how you have accelerated speed to CX intelligence with Interaction Analytics
    • Use of interaction analytics across channels to improve all areas of the business is a plus
    • Quantifiable results are a plus
  • For Partners and other Subject Matter Experts:
    • Share best practices and trends in measuring and improving customer experience in this age of the customer
    • Share new technologies that assist in better servicing the customer including, but not limited to Interaction Analytics, Voice Biometrics, AI, Bots, Omnichannel engagement
    • Share case studies, examples of your customers or other organizations that are employ any of the above with measured results in better experience

Check out the summit website for full details about the event.

 

We look forward to receiving your proposals!

“I don’t understand how my organization can use speech analytics.”

 

This is a statement I hear often from those who don't have speech analytics, as well as those who do. Speech analytics has the potential to transform an organization and its relationships with customers, but organizations seldom harness its power to make that happen. The reason is the journey to speech begins without adequate planning, preparation and understanding of how to use the technology.

 

Typically, speech neophytes start off by using it to grab low-hanging-fruit issues in an attempt to show ROI. After this fruit is picked, they run out of quick-hit ideas and get bogged down in what to tackle next.

 

Here's what I hear:

  • “My boss told me to start using speech analytics and make it work, but I have no idea where to begin, even after reading the user guide.”
  • “We built out our first project and not really sure where to go next”
  • “We’re struggling to have meaningful impact on the organization”
  • “The executive sponsor who implemented speech didn’t share the vision with anyone and has since left, so nobody knows what to do with it.”

 

Speech analytics isn’t "just" software. Rather, think about it as an innovative methodology that can alter the way we think about solving problems. At least, it has that potential, but newbies get caught up in their limited definition of what constitutes a "problem." Invariably, when I've asked organizations, “What’s your definition of a problem?” the answer I receive is, “A problem with agents.”

 

While speech analytics can solve some agent problems, restricting ourselves only to agent problems devalues its potential. Until we see "problems" as more than just agent issues, we won't leverage the power of speech analytics to solve many other types of enterprise problems. Once this concept sinks in, it will open up a whole new world to you, and speech analytics will become the first tool to reach for – whether it’s a large scale project or quality monitoring.

If you’re new to speech analytics and are beginning to assemble a vision but aren’t sure how speech analytics will fit into your organization, it’s paramount that you craft a blueprint for its use. Otherwise, you might find yourself struggling in only a few months and speech analytics could end up being a piece of shelf ware and that’s a surprise no one wants to see.

 

About MainTrax

MainTrax is a leading provider of speech analytics professional services to organizations that use speech software to improve business results. Visit our website here.

 

WHAT IF SPEECH ANALYTICS DIDN’T HAVE TO BE SO HARD?

 

MainTrax is excited to join Lawson Concepts to announce a NEW one-of-a-kind speech analytics “blueprint that works” workshop that will help take your organization to the next level.

 

 

 

Join us in Chicago June 26-27

 

 

Visit Our Website

 

 

Download Chicago Workshop information (pdf)