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It is a simple equation: superior contact center performance leads to superior business performance. A high-performing contact center can significantly improve the customer experience, resulting in greater satisfaction, loyalty, and lifetime value.
Call center best practices can help your call center managers and agents meet customer needs more effectively. From reducing Average Handle Time and improving First Contact Resolution to optimizing training and automating call scoring, there are many practices and call center performance metrics that lead to satisfied customers and happier agents. Selecting the right call center technology is essential. The right platform must capture, analyze, and score every customer interaction, not just a representative sample. And your technology must analyze interactions on every channel – from the phone, chat, and email to web, text, SMS, and social media.
The CallMiner conversation analytics platform delivers all the capabilities you need to implement call center best practices, monitor performance, and track results.
Conversation analytics captures and analyzes audio and text-based conversations with customers to extract meaningful insights from unstructured data in these interactions. Advanced acoustic analysis measures and scores the emotion in a speaker’s voice – a critical driver of customer satisfaction and behavior.
Conversation analytics supports call center best practices providing insight into what customers want and where a brand is succeeding or failing to meet their needs. By tagging language and emotions related to specific actions, conversation analytics can reveal the root causes of issues and the responses of customers and agents. Conversations can be scored to measure performance against critical call center metrics and industry standards such as agent quality, customer satisfaction, emotion, and compliance risk. Automated agent and call center scorecards help to personalize training and coaching with accurate and objective feedback.
Ultimately, conversation analytics delivers actionable intelligence that can drive business process improvement in contact centers, providing the data to strategically apply best practices and track performance against them.
As a global leader in conversation analytics, The CallMiner Eureka platform makes it possible to capture and analyze 100% of conversations with customers. Eureka breaks down data silos, using AI- and ML-powered analytics that correlates text-based and audio interactions, even when channels are not integrated. By analyzing interactions at the deepest levels, our technology interprets nuance, identifies patterns, and scores emotion to deliver greater insight into customer experiences and business performance.
The Eureka platform evaluates conversations with root cause analysis to help you discover what matters most to customers. Our technology scores performance and tags key language and emotion to automatically map a customer’s journey and how they feel about each touchpoint. Automated scoring of each interaction enables data-based feedback for agents that help create a culture of persistent improvement. Eureka automatically issues alerts when our technology detects a customer at risk of churn, providing next-best-action guidance to agents to help resolve the situation positively. And easy-to-use visualizations allow you to drill down into the details of agent performance and customer experiences while also revealing broad trends.
Conversation analytics from CallMiner enables you to focus on many critical call center best practices. With our Eureka platform, you can adopt call center customer service tips and best practices such as:
• Focus on metrics that matter. These include First Call Resolution (FCR) to drive greater efficiency and improve customer satisfaction, Customer Effort Scores (CES) that track the level of difficulties in getting needs met, and Net Promoter Scores (NPS), a measure of a customer’s willingness to recommend a brand, product, or service within their social circle.
• Effectively train and coach agents. By automatically scoring 100% of agent interactions based on objective data, Eureka reveals performance trends that enable supervisors to target behavior for guidance or reinforcement.
• Incorporate customer feedback into performance improvements. By accurately capturing the voice of the customer, Eureka enables a stronger focus on areas of improvement to the customer experience.
• Minimize agent churn. Eureka identifies the causes of agent churn, such as gaps in knowledge or training that led to poor performance. By enabling supervisors to better monitor, understand, and optimize agent performance, Eureka helps ensure happier agents – which in turn leads to greater customer satisfaction.
• Deliver exceptional customer experiences. By revealing what customers want and expect, Eureka enables brands to optimize every touchpoint to deliver exceptional experiences that drive greater satisfaction and loyalty.
The CallMiner Eureka platform is powered by artificial intelligence and machine learning to deliver insight faster than any solution on the market. By analyzing every conversation on every channel, our technology provides a deeper understanding of customers based on what they say in conversations and how they say it. By connecting the dots between insight that reveals an opportunity and the action required to take advantage of it, we help businesses drive growth, business improvement, and transformational change. That is why CallMiner is the choice of the world’s leading organizations across retail, insurance, financial services, healthcare, travel and hospitality, and many other industries.
Attention to metrics is one of the most important call center best practices. By measuring and monitoring rates of First Contact Resolution (FCR) and Average Handle Time (AHT), contact centers can improve efficiency and increase customer satisfaction. Providing exceptional training for agents can help to ensure employee satisfaction and minimize agent churn. And by incorporating the feedback from customers that is part of every conversation, contact centers can help to drive business performance improvement.
Conversation analytics is a technology that captures, analyzes, and scores every interaction between a customer and a contact center agent across any channel. Conversation analytics reveals deeper insight into what customers want, what is bothering them, and how they feel about their interactions with the business.
By delivering a deeper understanding of customers, conversation analytics can help agents and supervisors to satisfy customer needs more effectively. Conversation analytics can provide in-call guidance to resolve calls more quickly. By identifying the root cause of issues and gaps in agent knowledge, conversation analytics can also help to optimize training and facilitate process improvement.
Our call center’s continuous improvement process is anchored on CallMiner’s capabilities. Everything begins with speech analytics.
Business Analyst, Slimware Utilities
