Author: Anand Subramaniam, SVP Marketing, eGain Corporation
"Due to overwhelming demand for service, we are not able to take your call."
"Our wait times for customer service may be longer than usual due to COVID-19."
These caveats are typical of what you get these days on business websites and IVRs, even as the pandemic shows signs of plateauing.
COVID-19 has triggered a tsunami of demand for customer service. A flood of questions about payment deferrals, paycheck protection programs, COVID-19 infection, stay-at-home directives, shipment status, and more, are overwhelming contact centers, which are struggling to keep up.
For example, I called a retailer’s customer service , and was pushed to voicemail. I left a message, but never heard back. I then sent an email to them. Same result! No wonder customers are getting frustrated with many switching to competitors, something businesses can ill-afford at this time of economic uncertainty.
COVID-19 questions come in all "shapes and sizes". They fall into three main types: Informational, transactional, and situational. Here are some examples.
These are queries that entail problem resolution, purchase advice, etc.
Many websites have FAQs or basic keyword search that put the burden on the consumer to read reams of documents or process hundreds of search results to find answers for themselves. Others have deployed chatbots that can "meet and greet" but get stumped even at the slightest hint of complexity in the customer query. The result? More angry calls to add to the tsunami.
Moreover, customer service agents have been dislocated due to stay-at-home orders and offshore contact center shutdowns. These lockdowns, coupled with the fear of infection, have led to agent absenteeism, forcing many companies to take an all hands on deck approach to meet the demand for service, pulling employees from other departments as well as gig agents to pick up the slack. And these employees, real and virtual, are not as familiar with company policies, processes, and service knowhow. The result? More customer frustration and defection.
To be able to handle the range of queries in the pandemic era and beyond, businesses need a new kind of KM, not FAQs, basic keyword search, clueless chatbots, and document repositories. The new KM needs to be able to do the following.
While plain keyword search has been improving to some degree, it puts the onus on the knowledge consumer to process hundreds of "hits" to find literal matches, which may or may not answer the question. Moreover, knowledge authors need to anticipate how a user might phrase the question (recently, Machine Learning (ML) has helped modern KM systems better understand user intent). More complex searches may call for a conversation with the customer to home in on the search intent and serve up the answer. Infused with AI reasoning, KM can help guide such searches.
Complex questions require a dialogue to be carried out, whether it is with a self-service system or with a human agent or sales rep or a frontline healthcare worker. The best domain experts know what question to ask and what step to take next. Also, government regulations dictate conversations and actions for compliance.
This conversational expertise and regulatory steps can be captured into a next-gen KM system in the form of rules and AI reasoning, and can be served to the customer directly through self-service systems (automation) or through agents in a human-assisted scenario (augmentation). Unlike brittle scripts and decision trees, reasoning enables adaptive conversations that avoid cul-de-sacs and dead ends in the dialogue.
One of the challenges of COVID times has been the rapid change of information, whether regarding the disease, government relief programs, stay-at-home directives, or business policies. Businesses are struggling to publish this information to employees and consumers in a quick and consistent way. The answer lies in an omnichannel KM system with a single-sourced content publishing capability to disseminate information to customer service channels, tailored to those touchpoints.
Customer-facing employees often use systems of record such as CRM to get a transactional view of the customer—who they are, what products they have bought, when they bought them. These tools lack modern KM capabilities. Many enterprises have, therefore, embedded next-gen knowledge capabilities into these systems or added an engagement layer to them to bring together context from multiple systems of record to inform knowledge search and guidance. For this bimodal model to work, the KM system needs to have an open architecture for easy embedding or integration with systems of record.
We all know the saying that in every crisis lies a great opportunity. COVID-19 has presented an opportunity to elevate customer service with next-gen KM and leave competitors in the dust. Why not get going now?
About eGain Corporation:
Omnichannel customer engagement solutions power digital-first experiences. Infused with AI, machine learning, knowledge and analytics, our platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.
Published: Wednesday, September 30, 2020
2Ring Dashboards & Wallboards
2Ring Dashboards & Wallboards is a software solution that empowers business users and supervisors to deliver information in real-time to every screen.
Information means data from multiple data sources and built using various content types. Cisco Contact Center data (all platforms), CUCM huntgroups (Cisco CallManager), and ServiceNow belong among the most often used data sources, but the application support many additional data sources (Amazon Connect, Genesys PureEngage, Salesforce) and is flexible enough for business users to add or change pictures, web-content, include weather information and forecasts or YouTube videos and streams on the fly.
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|3.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
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Automate insights from all your customer communications
There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.
Use conversation analytics to:
• Build your ideal customer profile
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CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.
With CallFinder, you get…
100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
CCube for Business Intelligence
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Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
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CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient
Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf
PLUS ! Automated extracts
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Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
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CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!
CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.
CSAT.AI provides granular details by issue (delivery delay etc) or agent score.
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With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.
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Key the activities involved:
Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
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Unlimited data extraction & cleaning
Customized positive and negative keywords
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