With insights, augmented workflows and data-driven coaching programs, company boosts transparency, improves accountability, and helps agents deliver better customer service.
A customer’s journey with customer service starts with the agent. But what happens when there are inefficient processes and no actionable insights on how they’re performing?
For a leading education and publishing company with eight contact center teams distributed across four different countries, a lack of visibility into how agents were interacting with customers was contributing to DSAT scores. The company needed a way to uncover these inefficiencies and improve performance with customer interaction insights that were data-driven, and most of all, actionable.
Sentiment analysis allows the company to analyze customer and agent interactions on a deeper level by automatically detecting negative or neutral interactions on calls.
In just 30 days, the company increased the number of agent evaluations completed each month by more than 200% to nearly 1,000.
With Agent Performance Analytics, the company’s contact center teams identify outliers in performance, surface opportunities to celebrate great performance, and correct or clarify based on real data.