Whether virtual or in-person, many students are making their return to school this month. Although things may look a little different this year, one thing remains the same—the excitement over meeting new students and teachers.
One way many classrooms kick the first day jitters and break the ice is by playing the classic “two truths and a lie.” By identifying common threads and shared experiences this game helps to quickly establish a sense of camaraderie and trust within a group. In the spirit of learning something new and building rapport in your contact center, I would like to break the ice and introduce you to Interaction Analytics.
If Interaction Analytics is a new concept to your contact center and you are just getting to know its capabilities and value, you will be charmed by your first impression. If you are already familiar with the benefits Interaction Analytics provides, here is a chance to test your knowledge.
Let’s see if you can spot the truths and uncover the lie.
Using Interaction Analytics, you can identify root cause and trends across 100% of your interactions.
This statement is true! Interaction Analytics can Improve your customers’ omnichannel experiences by analyzing every interaction to understand what transpired within conversations, identify outcomes, and evaluate the customer experience. It uses AI powered speech, text, and voice analytics so you can make more informed decisions that help you increase customer satisfaction. Your unstructured data is organized, analyzed, categorized, and presented in easy-to-understand dashboards/reports? so you can find out what is occurring within your contact center. The insights presented help to enable:
- Continuous improvement. Every interaction your customer has with your contact center has the potential to drive organizational changes that can increase loyalty, lower costs, improve sales effectiveness and improve agent behavior, and more. Interaction Analytics helps you track trends in these areas so you can drive constant improvement for exceptional customer experiences.
- Proactive issue resolution. Enhance your customers’ omnichannel experiences by detecting emotion and analyzing trends as drivers of satisfaction (and dissatisfaction) across all channels. You can categorize interactions based on discussion topics and expressed sentiment to determine where issues are occurring most often and their causes. You can also identify each agent’s positive and negative behaviors to make coaching more effective to nip potential issues in the bud.
Interaction Analytics helps detect non-compliant actions in near real time so you can catch and resolve them proactively before issues escalate.
Another true statement! It’s critical to understand when and where you’re out of compliance before damage is done. Interaction Analytics examines all your recorded interactions to detect when non-compliance actions occur. It reduces risk by:
- Mitigating exposure for non-compliance consequences by pinpointing interactions where agents did not follow policies and procedures. For example, absence of appropriate regulatory speech (i.e., Mini-Miranda text, FDCPA violations)
- Identifying customers who pose potential risk to the organization by automatically finding interactions where the customer is making threats, such as threatening to sue or threatening to report to BBB.
You need a data analyst background to be able to use and get value from Interaction Analytics.
I’m happy to say that this statement is a lie! Any business user can login and get immediate value with out-of-the-box categories (ex: agent performance, contact purpose and conversation themes) and easy to create customizations. You can quickly uncover insights that impact your customer experience. It uses AI, machine learning and natural language understanding (NLU) to do all the hard work behind the scenes for you, and then presents it in easy-to-digest visual representations.
Flexibility of usage allows business users across the organization to login and create dashboards and categories for different business purposes without having a data analyst background. From a director who needs to track specific KPIs to team managers who need to track team specific metrics, Interaction Analytics provides visibility into what you need to drive faster time to action. So, spotting trends, discovering non-compliance actions, making agent coaching improvements and sharing data is made easy for those that need direct access to this information.
I hope you enjoyed “breaking the ice” with Interaction Analytics and discovering the value it provides: 100% interaction analysis, automatic, identification of root causes and trends, and detection of non-compliance actions—all available in easy-to- comprehend dashboards. If you would like to meet Interaction Analytics “in-person” and see it in action, register for our free virtual event Interactions and visit the analytics booth to learn more.
