CUSTOMER EXPERIENCEaddress customer churn, cost to
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employee experiencemanage employee attrition cost |
Root Cause Impact: Identify root cause and impact of systemic issues impacting business and employees.
Measure: Monitor impact of changes to processes. Improve KPIs: Listeners to score: First Call Resolution, Issue Resolution, Repeat Calls and Risk, Churn Risk etc. Proactive: Identify product / service issues before they become systemic. Voice of Customer: Measure NPS and CSAT on 100% of Call Interactions. |
Focused Training: Automate the training and coaching process.
Employee Heartbeat: Measure and manage employee emotional health. Measure Performance: Measure operational KPIs, impact of training and coaching. Agent Retention: Proactively manage agent issues and concerns. |
compliance |
quality management
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reduce risk and increase productivityAudit Efficiency: 100% review of interactions ensure mandatory compliance and process adherence using Call Audit application.
Compliance Risk: identification and automation of business risks e.g. Vulnerable Customer, Pressure Selling, Hardship, Complaints, Expressions of Dissatisfaction etc. |
increase productivityProductivity: 100% coverage of interactions and anomaly detection for efficient QA.
Trends / Analysis: Management reporting. Operational QM: Identification of agent gamification e.g. Delayed Greeting, Hold processes, Post Conversation Silence. Adoption of COPC guidelines: For enhanced CX. |