Today’s contact centres are rich with data – actually, sometimes a little too much of it.
Are your best insights lost in spreadsheets? Or are you drowning in data created by your platform?
Here are five ways you can mine your data and use it to drive improvements at both an individual level and across the wider business.
1. Train Agents
Let’s start with the obvious. Knowing where agents are typically going wrong – and where their strengths are – is going to help you laser-focus your learning and development efforts.
Rather than going over old ground, you can put everyone’s valuable time to good use in the areas they need it most.
Doing so is not only going to help individual agents feel more equipped, but it will also make all the difference to leaving customers more satisfied with an interaction handled well.
“We’ve definitely seen improvements across the board because we now have this consistent data. It really is the foundation on which all of our coaching comes from now.” Sophie Littlefair, Seasalt
Tools that can help: automated scoring, LMS, auto-triggered learning paths
2. Fix the Root Cause of Problems
Training agents is one way to improve customer experience – but what if you could prevent customers from having to get in contact at all?
The contact centre is often the first place to hear of problems the customer may be encountering – from quality and logistics, to communications and overall experience.
Let’s say a contact centre keeps getting questions about the organization’s return policy. This is insight that can easily be fed back to Digital and Ecommerce teams to update the website with more information.
Similarly, if customers repeatedly have to get in contact for updates on an order, or claim, you now have evidence that can be shared with the wider business on how to improve.
Tools that can help: topic detection and audio tagging
3. Inspire Product/Service Innovation
Industries subject to compliance measures – like financial services and the Consumer Duty regulation – have to be proactive about this, since they’re actively judged and measured on service innovation and improvement to demonstrate their compliance.
For industries like FMCG, where customer service is primarily there to support, insights captured in the contact centre are invaluable to identify potential issues with product quality or design, and to identify opportunities for product expansion.
To put it simply: if you spot a pattern where complaints keep cropping up about a particular service, product, or business area, it’s much easier to make the case for improvement. Ultimately, it reduces the need for a customer to get in contact at all.
Tools that can help: sentiment analysis, automated scoring
4. Keep Customers Happy
This is the real goal. If you can identify at what point in their journey customers typically become unhappy or frustrated, you can make moves to reduce the friction they experience. For example, is it typically…
- When trying to find information?
- When renewing, returning, claiming or purchasing?
- After using the product or service?
- After a change to the service?
Identifying these areas and then optimizing not only improves the customer experience, but also creates efficiencies for colleagues by reducing demand.
5. Motivate Teams
Never underestimate the power of positive reinforcement as a motivator. Recognizing agents for a job well done is a great way to keep them motivated and focused.
Make sure you’re encouraging customers to name agents who have provided outstanding service, and then acknowledge and reward them.
You can also introduce mechanics like gamification to reward those who engage with their performance data, repeatedly score highly and engage with development programs.
From the team’s side, it’s also great for them to see team progress on operational matters – whether it’s watching Quality Scores climb, or complaints reduce. Use the data to bring them on that journey with you.
Tools to help: real-time dashboards, leaderboards, badges
“If people feel that their day’s work is appreciated and has contributed to an overall goal, that generally makes people happy – and that is greatly helped by evaluagent. It’s zero headache, maximum positivity.” Drew Jardine, The QHotels Collection
This blog post has been re-published by kind permission of EvaluAgent – View the Original Article
For more information about EvaluAgent - visit the EvaluAgent Website
About EvaluAgent
EvaluAgent provide software and services that help contact centres engage and motivate their staff to deliver great customer experiences. Find out more about EvaluAgent
Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.
Author: EvaluAgent
Published On: 19th Mar 2024
Read more about - Guest Blogs, CX, EvaluAgent
