Serving Up Solutions: Real-Time Information Enables Guidance for Agent Improvement and More


Serving Up Solutions: Real-Time Information Enables Guidance for Agent Improvement and More

By Paula Bernier, Executive Editor, TMC  |  April 09, 2013

This article originally appeared in the March 2013 issue of CUSTOMER Magazine.

Some employees seem to have a sense for exactly what is required and how to accomplish it. Some require a little help.

But regardless of who is handling a customer interaction when a customer expresses the desire to drop your service or product, you want ensure that representative has all the tools they need to make the best attempt at keeping the customer from jumping ship.

With UTOPY now under its belt, contact center solution provider Genesys (News - Alert) can now leverage speech analytics to enable businesses to help agents who need assistance in working with callers.

Eric Tamblyn, vice president of global innovations at Genesys, which is expected to close its acquisition of UTOPY (News - Alert) this quarter, says that historically contact centers have used data mining or just randomly picked calls to monitor after the fact in an effort to better understand how to improve agent performance and customer satisfaction. But real-time speech analytics now enable organizations to identify calls that require attention while those calls are still in progress.

He adds that this can also be used in other situations, such as enabling the contact center to share conversations with product managers whose products are receiving a high number of inquiries. That way, he explains, the product manager can not only see there’s an issue with the product, but can listen in on past or current conversations to understand the specifics of the problem and how to address them.

On a separate front, Verint (News - Alert) recently launched a new effort called Personalized Guidance that can give needed assistance to new or lower performing contact center representatives so they can deliver the best results based on the particular situations with which they are confronted. It does that by guiding the agent through conversations with customers -- providing assistance as needed through prompts or data propagation on the rep’s screen, explains Roger Woolley, Verint’s vice president of marketing solutions.

Personalized Guidance uses commercially available Verint technology to identify agents who may be struggling. It does this by doing real-time speech analysis of live calls and by assessing what’s happening on the agent’s desktop.

Siobhan Miller, Verint’s director of solutions marketing, explains that the solution has three key functions: It identifies opportunities for improvement, offers guidance on how to get better result, and then integrates the result.

Verint’s Impact 360 Analysis Tools identify the root cause of challenges to understand where Personalized Guidance can have a positive impact. For example, it may recognize the opportunity to reduce repeat calls, improve customer satisfaction, increase upsells, ensure compliance, or lower handle times with one or more agents.

Personalized Guidance then ensures the agent receives the right guidance at the right time. For example, an analysis of the conversation might see that the customer is ripe for an upsell and, in turn, provide the agent with an appropriate script to present that customer a targeted offer. Or the speech recognition might hear the caller say “moving” and auto populate the agent’s screen with a relocation form that already has the customer’s information plugged into it. The system also features triggers to all for effective follow up – for example, it could e-mailed an assessor with the address of the caller’s second property.

Once the interaction is complete, the system measures the quality of the call and the effectiveness of the guidance. That enables the company to do Voice of the Customer analytics in the future to help with coaching and streamline back office operations.

On a separate front, IntelliResponse this month is launching a voice of the customer analytics tool that sits on top of its existing platform, CEO David Lloyd tells CUSTOMER magazine. The Toronto-based company’s existing platform uses virtual agent technology to enable companies to engage, access, answer and offer insights to and about customers across various channels and without requiring a human to be involved. The new feature, called Introspect, looks for themes around the questions customers are asking.

For example, if a caller says “I want to cancel an account” or “Why can’t I open an account,” the automated system could flag that interaction and respond accordingly.

Ten customers had previewed this new solution as of early February, and several of them were actively using it. One customer was leveraging the offering to gauge whether customers understood its mortgage promotion.

So many call centers record calls but never do anything with that information because combing through recordings is a massive job, he says. But if you have a tool to pull out themes in conversations and visualize that information things become a whole lot more manageable, he says.

Edited by Stefania Viscusi
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