Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Case Studies : Customer Service Analytics Help Thomson Reuters Improve Customer Interactions and Remote Agent Performance

Premium Content (Sponsored)

#contactcenterworld, @Calabrio, @thomsonreuters

Customer Service Analytics Help Thomson Reuters Improve Customer Interactions and Remote Agent Performance

Doug Lang, senior vice president of customer success, Calabrio

A leading provider of business information services, Thomson Reuters’ products include highly specialized, information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news service—Reuters.

Like most companies, Thomson Reuters shifted employees to remote working during the pandemic, including its staff of customer service team members. But with business still in full swing, the company continued to hire new contact center employees in its Tax & Accounting Professionals group. And, for the first time, managers were onboarding and training high volumes of new contact center agents who were fully remote.

To test the quality of the new remote onboarding and training process and its potential impact on business, Thomson Reuters managers decided to break down and analyze interaction and performance data to determine if there were areas of onboarding and training that needed to be adjusted.

They started by looking at customer service calls with long and multiple hold times to identify the reasons behind the call holds. Ultimately, understanding the root cause could help reduce or eliminate these types of holds, either through modified training or other changes to customer service, leading to better customer interactions and more productive agents.

Smart Data Analysis Uncovers Answers

Thomson Reuters’ secret weapon was its contact center analytics platform which was able to parse out the calls with long and multiple hold times so managers could understand why they were happening. Calabrio Analytics was used to identify which of the calls completed by new agents had long and/or multiple holds, and Calabrio Desktop Analytics revealed exactly how the agents handled these particular scenarios. The desktop analytics were particularly helpful, allowing managers to see every application, URL, or other resource each new agent accessed during the day. When combined with other metrics also gauging agent effectiveness, such as hold time, desktop analytics gave Thomson Reuters insights not available elsewhere.

The company analyzed data from a particular group of new agents participating in onboarding and product training while completely remote. Revealingly, managers discovered the new agents all maintained an average handle time that was significantly above target; and they tended to rely on other team members—instead of the proper resources—for the assistance they needed to answer customer questions while callers waited on hold.

This was a eureka moment for leaders because it pointed to specific agent actions that could easily be solved through modified onboarding and training. To resolve the issues, contact center managers built a revised virtual training program focused on troubleshooting and using the proper resources to efficiently find answers to customer questions.

"We suspected—then proved to be true—that Calabrio’s combination of quality analytics and desktop analytics would give us the important contact center insights we needed," said Jonathan Schaffer, Thomson Reuters’ contact center team leader.

Real-world Savings from Revised Training

Thomson Reuters’ new virtual training program allows its Tax & Accounting Professionals business unit to potentially save up to 3% of its contact center’s annual operating budget. In addition, contact center leaders witnessed a significant, measurable increase in the number of times new agents utilized programmer resources and additional critical thinking skills to answer customer questions. The average call time was reduced by 1.54 minutes and number of call holds per call was cut by 1.5% equating to an increase in customer satisfaction by 6.4%.

#contactcenterworld, @Calabrio, @thomsonreuters


About Thomson Reuters:
Company LogoThomson Reuters is the world's leading source of intelligent information for businesses and professionals. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization. With headquarters in New York and major operations in London and Eagan, Minnesota, Thomson Reuters employs approximately 60,000 people and operates in over 100 countries.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

About Calabrio:
Company LogoCalabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Connectivity

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

Published: Monday, April 5, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Translation Services

 
1.) 
OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

*T...
(read more)
PH: 1+480-435-9390

2.) 
Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 

New 2021 Membership

About us - in 60 seconds!

Submit Event

Upcoming Events

Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...
 221 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =