Improving NPS

• Measure customer satisfaction during calls
• Understand what makes customer happy and what not
• Reduce the number of NPS calls
• Coach agents (and measure performance) based on real calls

• Increase NPS – and measure (understand) development dynamics
• Reduce the number of after-care calls
• Coach agents based on facts
• Reduce supervisor time spent on listening to calls

Sentiment analysis

• Analyze sentiment in all the calls and measure dynamics based on agent, product line, time, etc.

• Understand what makes customers happy and follow the same path to sell more
• Identify and eliminate “problems” early

Defining the next best action

• Evidence-based assessment of which action/reply led to success
• Automatically propose best practice on reply/action by prompts on agent screen during the conversation

• Understand what makes customers happy and follow the same path to sell more

Reducing AHT (average handling time)

• Detect and eliminate the reasons for long calls
• Identify areas for automation
• Identify and eliminate broken processes
• Identify employees’ training needs

• Most companies receive up to 50% of «easy» standard questions -> automation
• «Broken processes» can free up to 30% agent time
• Coaching based on «best practice» can reduce call duration up to 20%

Optimizing Workforce

• Analyze and optimize workforce planning based on real skill needs (which skill is needed at what time for which product?)
• Optimize agent coaching and training based on customer demand

• Reduce the need for highly qualified «super agents»
• «Optimized skill» planning can reduce the workload up to 20% and increases employee and customer satisfaction
• Optimized training can reduce AHT and increase employee and customer satisfaction

Preventing Churn/Ensuring customer retention

• Understand why customers are not satisfied with our services/products
• Identify early warning signals of customer frustration (possible leavers)

• «Happy customers» buy more products/services
• Most customers leave after a call – understand the «signals» and provide special offers

Optimizing Sales

• Identify and measure best practice sales calls
• Identify (and coach) low performing agents
• Measure and increase script adherence

• «Best practice» can boost sales by up to 20%
• 2% of low performers are responsible for 10% of customer frustration
• Good «script adherence» can increase sales by 10%

Cross-sell & Up-sell

• Identify signals for cross-sell and up-sell potential
• Measure and increase cross-sell and up-sell
• Display «up-sell potential» on agent desktop based on conversation
• Understand how to measure success of campaigns based on evidence

• It is easier to sell new products and services to existing customers
• Increase success rates of campaigns
• Increase up-sell attempts and related success rates

Improving FCR (First Contact Resolution)

• Understand and reduce reasons for call forwarding
• Improve agent tools
• Improve agent coaching based on personalized needs

• Less customer frustration due to FCR
• Reduce AHT
• Increase employee satisfaction and employee retention

Understanding on-hold time & reason

• Understand and reduce reasons for «on hold»

• Simplify and automate processes

Identifying best practices

• Measure KPIs in all the calls and build «best practice» guidelines based on factual evidence

• Reduce AHT, improve customer satisfaction, increase cross-sell and up-sell, etc.

Understanding customer effort

• Understanding how much effort is required from a customer to complete a process

• Identify high-effort areas for business process re-design

Skills management

• Understand which skills are required (quantity and time)
• Optimize work force planning

• Reduce required resources
• Optimize skills requirements

Language management

• Understand which skill and language combinations are required (quantity and time)
• Understand which skills are required (quantity & time)
• Optimize work force planning

• Reduce required language resources
• Optimize language and skills requirements

Providing coaching support

• Support supervisors/coaches in finding the relevant calls
• Manage based on examples and facts

• Reduced time for monitoring
• Reduced time for coaching preparation

Improving intent and duration correlation

• Understand why your customers call
• Understand reasons for long calls
• Understand why customer are not using self-services
• Understand what increases or decreases call duration

• Getting it right to offer more self-services and automation
• Understanding which processes should be optimized (and provide evidence base for it)

Identifying «multi-intent» calls

• Measure and optimize multi-intent calls

• Provide forwarding to self-services (reduce AHT)

Understanding recurring patterns

• Understand why FCR is not working
• Optimize processes for FCR

• Reduce number of (recurring) calls
• Improve customer satisfaction

Identifying automation potential as FAQs

• Understand which customer requests can be processed automatically (provide facts)
• Monitor FAQ automation – provide statistics on automatically processed conversations

• Provide evidence base for self-services and automation projects
• Provide automated services 24x7

Feeding continuous process improvements

• Understand which processes are broken or require optimization
• Measure improvements after process optimization

• Improve customer- and employee-satisfaction
• Reduce AHT and increase FCR

Managing multichannel orchestration (in- and outbound)

• Monitor and analyze channel orchestration (e-mails, voice, text, self-services, automation, etc.)
• Ability to start customer conversation with a text-bot, continue with an agent and close with a voice-bot

• Provide different channel support based on customer demand
• Quality services delivered to customers on their preferred channel

Managing and optimizing «special processes»

• Follow the complete interaction with customers for each process with no standard procedure (e.g., specific countries, specific type of customers)

• Ensure compliance without the need of having two people on the call to check adherence to rules and regulations

Measuring script adherence

• Follow the complete interaction with the customers

• Ensure that agent followed the defined script (no need for additional checks, call listening, etc.)

Speeding up ordering, onboarding and contracting processes

• Create a pre-defined script for contracting processes, which can be followed and recorded

• Proof of legally binding contract concluded (e.g., all the required answers to obligatory questions received)

Improving customer data quality

• Understand each relevant change of data (e.g., address, marital status, etc.)

• Inputs for CRM and other systems

Auto-feeding to CRM

• Auto-feed customer conversations into CRM and BI

• Employees do not need to update CRM manually

Preventing employee churn

• Measure employee sentiment during a defined period

• Find «early warning signals» of frustrated employees based on call behavior
• Compare tenure, teams and individuals

Personalizing training

• Analyze how employee execute different processes and empathize with customers

• Identify gaps in training / information for employees (for individual and groups).
• Analyze all the calls by one specific employee – and use for coaching

Understanding who are the top- and low-performers

• Provide related support and coaching
• Define «best practice» and measure against it, automatically

• Find out who are the top performers and the low performers based on defined performance KPIs
• Compare tenure, teams and individuals

Estimating e-NPS

• Measure e-NPS

• Assess employee morale and commitment to the employer
• Compare tenure, teams and individuals