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| How to understand what it takes to satisfy your customer |
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Customer satisfaction is not a "nice to have", but is critical to business success and longevity. Today you can implement processes and technology-based solutions in your contact center that will help you extract insight from customer interactions to understand and even anticipate what your customers need and want. This way, you can not only avoid losing customers to the competition, but also gain up- and cross-sell opportunities and grow the value provided to customers, as well as to the enterprise.
NICE Perform can help you extract insight from your customer interactions. By applying advanced integrated content analytics, including word spotting along with stereo capture, emotion detection, and customer feedback you can gauge customer dynamics.
While word spotting will help you alert calls that contain information relevant to customer satisfaction, without context, content can not be accurately and reliably ascertained. This is where stereo capture comes in. By capturing separately the customer and agent and performing independent audio processing for each, context is provided and the benefits of word spotting can truly be gained. Audio analytics helps the supervisor understand whether when a customer said "buy again" this signified an up-sell opportunity ("with so many great features I will want to buy again"), or a customer at risk ("with such bad service I will never buy again").
Another element of context is the tone with which the key words are spoken. The word spotting functionality may have caught "yes, you have great service", but only with emotion detection capabilities can it be identified that what was really said was an angry "YES, you have GREAT service!!!!".
Emotion detection is critical to identifying true customer intent and pre-empting defection. If a customer expresses dissatisfaction, this needs to be flagged in real time. And once this call is flagged, with NICE Perform it can be queued and routed to a member of the management staff. The issue can then be reviewed, and the caller may get a call back, almost instantaneously. This would result in unprecedented responsiveness and customer loyalty.
And finally, to take full advantage of advanced speech analytics, the solution needs to be integrated with as many data sources as possible, e.g. CTI, business data, call-flow analysis, screen activity, customer feedback. Full integration translates into unprecedented speed and accuracy (as well as cost-efficiency).
Why correlating customer feedback is key to agents of success
The customer really does know best what it takes to keep him/her satisfied. And your customers are not shy about providing this kind of feedback. That's why being able to reliably correlate customer feedback to agent evaluations is critical to gauging whether internal processes and certain agent behaviors are promoting or hindering customer satisfaction. Supervisors and QA managers who are confident that evaluations are truly reflective of what customers are saying can reliably calibrate training sessions and maximize their staff's skill-set. And this is easily achievable through an integrated solution suite that includes coaching tools that correlate to customer feedback and quality monitoring results. NICE Perform's Agent Coaching tool is designed to do just that.
And in conclusion . . .
Customer service excellence is an ongoing endeavor that requires constant attention, focus and effort to learn and implement, in order to improve. With the right tools and programs you can maximize customer satisfaction. All you need to do is listen to your customers and incorporate this input on an ongoing basis through training and process improvement. NICE Perform can help you extract insight from interactions to effectively gauge customer dynamics as well as improve upon agent performance, for unprecedented customer satisfaction.
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