Technology Considerations for Creating Great (well good) - PowerPoint PPT Presentation

Technology Considerations for Creating Great (well good) Conversations Chris Haggis | SVP Customer Success | NewVoiceMedia

Agenda Customer journey maps • Importance of Employee Experience (EX) • NVM Technology use cases •

Customer Journey Mapping

Setting up for good conversation

Employee Experience will help improve CX

Poll • How many communication type applications are your call centre agents expected to use? 1. 1 – 2 2. 3 - 4 3. 5 - 7 4. 8 - 10 5. 11+ E.G. Hard phone + Skype + SMS widow + Live Chat window + CRM (Social). Answer 3 (5-7).

Matching customers to agent profile New contact Non-urgent Hot account prospect inquiry Three support Invoicing query calls in 24 hours Checking balance Technical queries about AMX5 Received Product line Proposal last week

Using speech analytics to improve the conversation Identify key phrases in a specific category Identify key phrases e.g. try to arrange a meeting

Understand Contextual Behaviour Calls only about certain Calls only about case types where the certain case types hold time is not <120s where the hold time <120s Agent Calls only about certain case types

Compliance by Agent and area Calls where call Calls where call Calls where talk closing has opening has Agent over is <5% been used been used Calls where call Calls where call closing has Calls where talk All calls that have been opening has NOT been used over is >5% analysed by NOT been used Conversation Analyzer per agent

Display Behaviours Across the Team/Business

Thank you Christopher.haggis@vonage.com