From insights to automation
As well as providing a much more accurate view of who your customers are and the motivations behind their decision-making process, the correct adoption of CX analytics will increase productivity, lower operating costs and enable intelligent process automation.
With the ability to process and understand all direct customer interactions, it becomes simple to identify all the most common contact drivers. This information can be used to improve existing or develop new self-service content that will help reduce the number of live interactions your customer service teams will need to undertake. Reducing call volumes will immediately lower operating costs. Likewise, this knowledge of common issues can be used to improve agent training so that all teams are better equipped to resolve issues. As well as increasing productivity, targeted training should also improve first contact resolution rates.
But this is just the beginning. Because of its ability to recognize, analyze and transcribe what a customer is saying as they’re saying it, CX analytics can automatically populate fields within applications used by agents during customer conversations; can automatically perform searches and retrieve information relevant to the discussion from databases or other sources; and can even generate post-call summaries, all of which makes contact center agents less distracted, more productive and more likely to be available to handle the next live contact.
Automatic agent assistance
These capabilities can be taken a step further and used to automate agent assistance. By constantly processing every interaction between customers and agents, CX analytics becomes smarter over time to the point where it can act immediately based on the context and content of a conversation. In practice, this means agents can receive on-screen alerts or prompts regarding the next-best action or whether the interaction presents an opportunity to upsell or cross-sell. Equally, an agent can be warned that due to tone of voice or choice of vocabulary, the customer may be on the verge of closing their account.
Automatic quality assurance and compliance
Banking and financial services is one of the world’s most tightly regulated industries, therefore, brands in the sector shouldn’t have to rely on labor-intensive manual processes to ensure compliance. With CX analytics, every customer interaction can be automatically scored for every aspect of agent performance and compliance — adherence to scripts, the provision of legal disclaimers, instances of dead air or deviation from authentication processes. What’s more, the findings can be fed back to learning and development teams so that agent training is proactively addressing any skill gaps.
Key takeaways
CX analytics can lower live contact volumes and enhance your ability to deliver self-service.
Automating agent support and quality assurance ensures regulatory compliance and effective staff training.