With manpower optimization (WFO), it is as important as finding out why this happened. In fact, the “why” is sometimes more revealing than the “what”.
This is what Radial (a bpost assistant) discovered when faced with a problem with customer experience, they knew agents were using the language. “Powerless”, which is a term indicating that they cannot or cannot help customers – but they cannot determine the exact word and phrase. Worse, they don’t know why the agent used them in the first place.
This is a classic example of a cause and effect and is a very common problem for many contact centers. This is because a contact center technology solution typically only reports customer experience results. They were unable to determine the cause.
But why do you, as a contact center leader, really need to understand? After all, you cannot fix the problem permanently – the effect – until you fix what causes it.
This is what radial leaders have to do. They know that in addition to defining non-energetic words and phrases to help customers listen, they also need to find out why agents use them. Then they had to fix the problem soon.
This is a powerful story, which led to us being named the Radial Grand Winner at Calabrio’s first Analytics Awards in late 2019, and is a great use case for our Sentiment Analysis product.
CALABRIO SENTIMENT ANALYSIS: More accurate with less TCO.
To truly understand how customers feel about their brands and products, companies do not simply analyze them and what their customers have to say. But also to understand the meaning of the customer
Net-Net: Organizations need to capture real trust in their customers, even if customers don’t have to say it.
This is what Calabrio Sentiment Analysis does. It turns all audio recordings into searchable text, then rates it based on how the data is perceived using speech and text analysis.
Precision driven from the point of view of modern development using artificial intelligence (AI).
A unique machine learning (ML) engine that uses speech to text in the Calabrio Sentiment Analysis provides the industry’s highest copy accuracy rates.
It then generates a mathematical estimate of agent and customer behavior based on call recording, quality management score, customer survey score, net sponsorship, VOC data, text analysis results, and speech analysis results that the leader performed. Predict and manage the most effective results. Their contact center
Low Total Cost of Ownership (TCO)
Only Calabrio can provide the fastest processing rate, highest scalability and lowest TCO in the industry, as only Calabrio uses GPU-accelerated hardware. As a result, Calabrio Sentiment Analysis provides computational speed. Results that are 150 times faster than traditional CPUs.
This last bullet point is the most important thing for Radial’s contact center leaders for their projects. So they use sensory analysis to understand how the language is. How can “agents” not help that their agents influence the outcome of their interactions with customers?
They then identified the traits of agents that were likely to support fewer clients or more clients, and created an effective and versatile training program to teach agents how to be a good client advocate. How it goes up and it works!
According to Radial Customer Experience Manager Nicole Price, “Instead of helping agents change their language to focus on what they can’t do, and what can be positive, we’re equipped with center agents.
Contact Radial to tap into smart new skills that improve our customer experience every day. We have eliminated major financial threats, making both clients and agents happy. ”
See how Radial teaches customers to be better customer advocates – read the “3 Award-Winning Workforce Optimization (WFO) Analytics Success Stories” eBook.