Contact center intelligence evolved into a crucial part of the customer experience landscape in recent years. As customer expectations evolve, and interactions grow more complex, countless companies are relying on advanced tools and intelligence to enhance customer satisfaction.
With the right AI solutions, businesses can simultaneously improve compliance, enhance customer experiences, and make more intelligent decisions for the future. Intelligent tools can even help to improve employee productivity and efficiency, reducing CX operational costs.
However, getting started with new technology in the contact center can be complex. That’s why we’re sharing some of the top strategies and best practices for leveraging contact center intelligence.
What are Contact Center Intelligence Tools?
The term “contact center intelligence” is relatively broad. It covers a wide range of different AI-driven tools and solutions, designed to empower businesses and their employees. In the past, many companies used a variety of different disconnected solutions to enhance the contact center.
Options ranged from call and screen recording tools for capturing interactions, to sentiment analysis tools, live monitoring apps, quality management tools, and advanced reporting platforms. Now, innovators are emerging in the contact CX field to provide access to more comprehensive solutions.
A full contact center intelligence platform combines artificial intelligence with call recording, quality management, and voice analytics features for an all-in-one solution.
15 Best Practices and Strategies for Contact Center Intelligence
With an end-to-end platform for contact center intelligence, companies can rapidly leverage contact center intelligence for a range of use cases, from improving business decision-making, to investing in employee productivity. Here are some of the most valuable strategies you can use to make the most of your contact center intelligence, and some best practice tips for guidance.
Strategy 1: Use Intelligence to Augment CX Metrics
Virtually every contact center relies on customer experience metrics and KPIs to gauge the success of its customer service strategies. However, quantitative metrics don’t always provide a clear picture on their own. Even sending out customer surveys can be unreliable, as some reports suggest less than 5% of customers will actually complete a post-call survey.
Additionally, many quantitative metrics miss important nuances related to an agent’s performance and a customer’s experience. Fortunately, with a contact center intelligence platform and voice analytics, companies can build on their insights.
“Contact center intelligence solutions provide valuable insights into customer sentiments regarding your product, customer service, and brand. This understanding empowers you to make informed decisions that align with customer preferences and enhance overall customer satisfaction. “ - Gennadiy Bezko, CEO of MiaRec
5 Best Practices for Augmenting CX Metrics:
1. Dive deeper into CSAT scores: CSAT surveys often ask customers to rate their satisfaction after a call on a scale of 1-5. With a conversational intelligence platform, you can ask the same question, but glean deeper insights with topic and sentiment analysis, offering insights into how customers actually felt about specific products, services, or interactions.
2. Enhance NPS insights: Similar to CSAT, NPS scores are often assessed by asking customers to rate how likely they’d be to refer a company to someone else on a scale. Topic analysis tools built into a conversational intelligence platform can allow companies to actively track how often a customer mentions being referred by another person.
3. Analyze call durations: A long call duration doesn’t always translate to an inefficient call. With voice analytics, you can determine exactly why a call lasted for a specific time. You could find out if the customer hung up because they were unhappy, or because of a bad connection, and examine the complexity of the conversation.
4. Evaluate first-call resolution rates: Voice analytics tools can also provide insights into first-call resolution rates. They can examine the exact steps agents take to ensure they’re delivering a good experience to customers. These insights can then be shared with agents to help improve their performance, and deliver more meaningful training.
5. Explore call escalations and transfers: Transfers and escalations can be common in the contact center, but an unusually high number could indicate a problem. Using topic analysis in a contact center intelligence platform can help you to identify why and when agents are transferring calls. This could pave the way to better routing strategies.
Strategy 2: Improve Agent Performance with Insights
Another excellent way to use contact center intelligence to transform your business is to leverage the insights you collect to empower and support agents. There’s more to creating amazing agents than evaluating their average call numbers or handling times.
With the right intelligent insights, businesses can determine exactly which agents are their top performers, and how their actions contribute to customer satisfaction.
