When a CX agent is live on a call or in a text chat with a customer, their attention needs to be fixed on the interaction itself. Augmenting that interaction with the right amount of real-time guidance is a delicate balance for organisations to achieve - to simultaneously support the agent while achieving the desired outcome for the customer.
“Real-time analytics is all about delivering guidance on the best next action,” reflected CallMiner product manager, Jason McKay. “This depends on the content, the emotions being expressed, and the knowledge needed - like suggesting the next steps for carrying out an action on a product. It can alert a manager if there’s escalating emotional tension that might need their intervention, and it can also support compliance - such as pinging an alert if a disclaimer isn’t stated within a certain time period.”
But all of this must be conveyed without interrupting or distracting from the conversation itself, requiring a carefully designed system that can inject the best guidance at the best moment.
This also has to be highly customisable to the needs of every organisation. But with CallMiner, right out of the box, there are some recommended features - like a Kudos signifier, to let an agent know when they’re doing a great job while an interaction is still in progress. “Users also have control over what syntax is used, exactly what words or behaviour trigger a given alert, and exactly what that looks like.” McKay continued. “They can configure it with hyperlinks, images, even festive colours and GIFs.”
The system makes rich use of emojis too, especially as the contact centre application itself is omnichannel, and the right emoji can convey so much in an instant.
Real-Time vs Post-Call Analytics
The same capabilities within the CallMiner platform are feeding both real-time and post-call analytics, so it is continually evaluating the urgency of a given piece of feedback.
“Some things simply have to be real-time, like reading out a specific disclosure for compliance,” McKay pointed out. If this is not done during the call itself, a contract may be invalidated, but it's also valuable to highlight how often an agent or a team has to be reminded to do this or if anything is slipping over time.
