- What are our customer’s pain points? Customers don’t want to talk to us if they don’t have to. Are there issues with our product or process that can be improved?
- Are we giving customers the ability to self service? Can our customers easily access resources (FAQs, product documentation, account summaries) at their fingertips? Are those resources targeted to their needs?
- Are we communicating with our customers in an effective manner? Could we have sent a simple proactive email with an account status to inform our customer, and save that call? Are our email/text/social programs effectively driving traffic to our business?
- Are we training our agents appropriately? Most contact centers focus on compliance, product and CRM knowledge during onboarding, but dramatically overlook training our agents to problem solve based on customer needs.
- Are we staffing the right people at the right times? Understanding why people call us, and when can impact WFM strategies. Do we really need Level 2 employees on a Saturday when a Level 1 will do, and vice versa?
- Is our compliance program focused in the right areas? We look at the news and industry best practices for guidance, but our customers tell us every day what our risks are.
- What is our overall customer experience like? Do our customers call us to solve problems that could be dealt with proactively? How do customers feel about our products/process?
This is just the tip of the use-case iceberg for this behavior, and we haven’t even delved into the “meat” of the interaction with our customer. Call drivers or intents are an early-stage value of the managed speech analytics service we provide our clients. Most clients understand these drivers in their business anecdotally, but the deeper analysis and trending that speech analytics provides can support positive efficient change. Wrapped this blog up after lunch, and Google seems to think I need to buy Chateau Margaux wines and engagement rings now. I’m going to have a talk with my girlfriend about using my laptop when I’m not around.