Actionable Voice of the Customer Intelligence: Analyze ... · Actionable Voice of the Customer Intelligence: Analyze Deeper, Act Faster & Continuously Measure Improvements ... Gain
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
• Analyze identified trends and issues over time to measure the impact of process improvements
• Automate deep-dive analysis to determine if your latest findings are a one-time event or the beginning of a new trend
• Determine the effectiveness of scripts and pre-configured content; measure the outcome of adjustments, or perform A/B test to analyze multiple options to drive program improvements
Agent Insights
Fully understand what happens in chat agents’ customer
conversations where leads, sales, low FCR rates, or high CSAT ratings
are measured. Gain a true “Voice of the Agent” perspective to
analyze results alongside your “Voice of the Customer” analysis.
• Stack rank agents based on performance against key metrics
• Use text mining to identify phrases and content used by top performing agents
• Apply performance metrics to coach agents on how to better engage visitors
• Identify the impact of the use of scripts and canned responses to improve coaching initiatives
• Correlate transcripts and chat agent survey results with conversational text mining to better understand agent classification methodology and validate operational assumptions
Cluster your customer conversations into similar categories, and use a
our Root Cause Dashboard to quickly uncover the events that are
driving business performance.
Use a variety of graphical displays to view category output, allowing you
to quickly see total volume, and preview the comments within