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Article : How AI can improve customer and agent satisfaction in difficult times

#contactcenterworld, @warwickanalytic

In the current crisis, businesses are having to deal with unprecedented ways of working, customer emotions and volumes of interaction.

In such a fast changing and challenging environment many are understandably struggling to maintain the same levels of customer satisfaction.

Customers more likely to be anxious and vulnerable so the early warning and prioritisation of issues are key. Furthermore, agents themselves are likely to feel more anxious and there is a strong evidence of a correlation between agent satisfaction and customers.

If contact centres are dispersed or even working from home, with reduced support, then conversational analytics can play an even more important role in identifying opportunities for efficiencies and maintaining customer and staff morale.

Conversations with customers across all channels, including telephone, email, live chat and social media, are automatically analysed by machine learning models that can detect not only the topics in the queries themselves, but also emotionally-driven comments that indicate a propensity to churn as well as vulnerability from a basic lack of understanding, likelihood of a disability and circumstances. These potentially buying, churning or vulnerable customers can be triaged to the relevant members of staff for the next best action.

For example, when it comes to spotting vulnerable customers in difficult times, the analytics examines the specific language used against pre-defined phrases and sentiments that may suggest any element of vulnerability. You can then use that insight to trigger alerts for managers or nominated individuals, no matter where they are working.

Companies can also personalise and prioritise training for frontline staff, by focussing on the topics most common or difficult to deal with at that particular time. They can also identify failures in self-service platforms or other channels to help customers help themselves more.

And of course, it’s really important to look after agents during unprecedented times, maintaining their wellbeing and motivation. The machine learning makes every call, chat and email measurable in terms of how it went, as well as how well the agent did i.e. against the propensity of the particular issue and customer state at the beginning of the interaction.

Horizon2, who use omnichannel analytics from Warwick Analytics, said: "The advanced analytics from Warwick Analytics helps us to measure the CSat propensity of each interaction and therefore to evaluate how agents perform in detail without the need of post-interaction surveys. Credit can then be attributed to agents for handling hard calls as well as easy ones meaning more recognition, remuneration and motivation even when dealing with difficult circumstances. It made a dramatic difference to staff behaviour and their approach to these contacts resulting in a huge improvement in overall customer satisfaction and reduced staff attrition."

So whether you’re looking to prioritise, escalate and route specific interactions to key team members working remotely, trigger high risk alerts for vulnerable customers, keep agents motivated, automated omnichannel analytics could provide one central resource that not only maintains levels of customer satisfaction and service when a crisis hits but also monitors how your customers and agents are coping.

#contactcenterworld, @warwickanalytic


About Warwick Analytics:
Company LogoPowerful, accurate, rapid and tunable machine learning for tagging conversations within contact centers. Used for accurate insight and automation as well as for supervising chatbots.
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Today's Tip of the Day - System Considerations

Read today's tip or listen to it on podcast.

Published: Wednesday, April 15, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870

3.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511

4.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

5.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

6.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

7.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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