19 CX management strategies and innovations in the contact center
The experience a customer has with an organization's contact center has a direct impact on overall CSAT. Learn why CX management is crucial for today'...
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The Team at CallMiner
July 23, 2024
Real-time agent guidance leverages natural language processing and other artificial intelligence (AI) technologies to give agents customer-focused suggestions at the best opportunities. It also allows supervisors to monitor agent performance, effectively helping contact centers train and develop their agents while also enhancing the customer experience.
In this post, we’ll explore real-time agent guidance and how it can help contact centers achieve greater success, including:
Real-time agent guidance is an AI-driven process that listens to customer conversations to find opportunities for suggestions and improvements. These suggestions are meant to enhance the conversation by giving agents ideas for upsells, offering things to say to improve the sentiment of the conversation, or proposing a call escalation.
Providing quality #CX means helping contact center agents make the most of their time interacting with customers in the moment.#AI-powered real-time agent guidance can help do just that while driving continuous agent performance improvement. Read more: https://t.co/1Zkcqa8k2C
— CallMiner, Inc. (@CallMiner) December 21, 2023
Real-time guidance listens for specific words and phrases, such as a customer mentioning a competitor or talking about pricing, and the emotion and sentiment of a conversation to make personalized suggestions to the agent.
For example, if a customer says, “The monthly price is higher than I want to pay,” real-time guidance technology might suggest to the agent to offer a reduced subscription, providing helpful details to create a successful offer for the customer. Or, if an agent gets off-track from a script, real-time guidance can identify it and steer the agent back on the right path.
Real-time agent guidance can help foster relationships with customers, enhance the brand experience, and identify ways to retain them. Here are a few specific ways real-time agent guidance can help contact center agents.
Real-time guidance sends alerts straight to the agent as needed based on the specifics of the current conversation. As an agent chats with a customer—whether through a call or text-based conversation—real-time guidance gives the agent suggestions as soon as they make sense.
If a customer mentions a refund, real-time guidance technology might suggest a personalized offer for the customer to potentially prevent a refund, for example. By implementing real-time guidance, contact centers can significantly improve customer satisfaction.
As an agent speaks with customers, a real-time agent guidance system allows supervisors to listen to the conversation. They stay muted unless they need to interject, giving them the opportunity to monitor an agent’s performance and hop in only if necessary.
This feature is especially beneficial during the initial agent training process when supervisors may need to take over a call for an escalating situation that the agent may not yet be able to handle properly.
Agents can also escalate calls quickly by flagging the conversation to let a supervisor know they need further assistance. Offering these types of support helps to improve the frontline agent experience, which translates to improved customer satisfaction.
Real-time agent guidance is designed to help customers just as much as it helps agents. One of the ways it does that is by listening for and redacting sensitive information given by customers during conversations, like bank account information or medical data, ensuring that this information isn’t passed on to agents or other team members.
This way, agents can get the information they need to assist a customer while also adhering to privacy standards and regulations.
Real-time agent guidance can improve the overall efficiency of a call center, suggesting ways to move the conversation along while giving the customer the information and help they need.
These systems also reduce wasted time by automating workflows, converting speech-based conversations to text, and providing helpful insights into each conversation. Thus, agents can spend more time caring for customers and less time completing after-call tasks.
CallMiner RealTime works behind the scenes in call centers to help agents act based on customer behavior during support conversations. By proactively giving assistance when it’s most needed, CallMiner RealTime creates a level playing field for all agents to assist customers efficiently and successfully.
Request a CallMiner demo to see it in action.
Real-time agent guidance monitors conversations between agents and customers to give agents instant feedback that they can use to improve the conversation and meet their customers’ needs. It also allows supervisors to monitor agent performance through live listening and take over a call if necessary.
Without proper training in a call center, agents may come to rely on real-time guidance too much rather than use their instincts and knowledge to assist customers. Real-time agent guidance is a form of technology, so it may lack the same sentiment and empathy a human agent can provide.
Real-time agent guidance is a more sophisticated version of agent assist. It uses conversation analytics technology to thoroughly analyze a conversation and provide personalized suggestions to an agent based on the current conversation. Real-time guidance works throughout a conversation to guide an agent toward a successful resolution.
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.