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News : ESPN Enhances the Fan Experience with Domo App Studio

#contactcenterworld

Silicon Slopes, UT, USA, May, 2024 - Today Domo (Nasdaq: DOMO) announced that ESPN is using Domo App Studio to enhance its customer service experience. With the support of Domo Partner RXA@OneMagnify, a global applied AI and data science consultancy, ESPN created a custom app that analyzes their customer service survey data at scale to create better experiences for their fans.

As a multifaceted business, ESPN has a large contact center that supports fans with topics ranging from the ESPN+ app to their fantasy portal. Customer interactions with the center were historically tracked through star ratings on a one to five scale, but ESPN’s team discovered that the written context that accompanied reviews wasn’t captured in a scalable way, leaving a lot of valuable insight on the table. The numerical data lacked specifics on how to serve customers better, which contact center agents were performing well and where additional training was needed.

"Our goal is to create the best fan-to-fan dialogue, and the opportunity to use emotion is a huge differentiator," said Doug Kramon, ESPN’s Head of Customer Care and Fan Support. "We’re creating logical repeatable models based on this understanding of customer emotion. Then, we’re using these models to train new hires to create a more consistent experience with the fan. The result is empowered agents with the training and support to protect the brand and grow the customer base."

"One of the most impactful learnings we had while developing this solution for ESPN is that the numerical reviews on their own often miss the details about what went well or where we could improve," said Jason Harper, Managing Director of RXA@OneMagnify. "When we move beyond mere numerical ratings—even within the realm of 5 stars—and delve into the specifics, we can distinguish elite agents from those who are merely high-performing. By extracting their techniques, we can develop training protocols that elevate the entire team's skills. By uncovering the 'why' behind each review, ESPN has not only rewarded skilled agents but also fostered similar excellence throughout the contact center team."

"The power of App Studio is in creating personalized experiences that drive business results," said RJ Tracy, Domo’s senior vice president of Partners, Strategic Development and Channel. "We are proud to partner with RXA@OneMagnify, whose skilled team of data science, data engineering and business intelligence pros help customers like ESPN put data to work in creative ways that benefit employees, customers and the business."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Domo:
Domo puts data to work for everyone so they can multiply their impact on the business. Our cloud-native data experience platform goes beyond traditional business intelligence and analytics, making data visible and actionable with user-friendly dashboards and apps. Underpinned by AI, data science and a secure data foundation that connects with existing cloud and legacy systems, Domo helps companies optimize critical business processes at scale and in record time to spark the bold curiosity that powers exponential business results.Company Profile Page

Today's Tip of the Day - Don’t Allow Scapegoats

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Published: Monday, May 20, 2024

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2024 Buyers Guide Speech Technology

 
1.) 
Premium Listing
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.


2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

3.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
 

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