Kristyn Emenecker remembers her first experiences within contact centres. "I would go out onto the smoking deck to get the real scoop," she says. "What is happening? What problems are customers having? What is broken? The agents there always knew."
It remains a tragedy that many companies often fail to harness the wisdom of their contact centre teams. Now, as Chief Product & Strategy Officer at Playvox, Emenecker is helping to put an end to this problematic pattern.
Striving to enable brands to better quantify customer feedback and illuminate pain points, she played an integral role in the recent acquisition of Prodsight, the analytics platform.
Prodsight puts customer insights on a plate for contact centre leaders. Grouping high-level topics, managers can aggregate statistics to uncover significant CX trends.
Yet, such a platform does not signal the end of "smoking deck conversations". Agents can point managers in the direction of common customer woes. Prodsight then illuminates the full-scale impact of each, helping leaders to calculate all associated costs and build business cases.
Automatic ticket tagging also helps contact centres realise the true extent of failure demand. Removing human error from the process, operations can get to grips with why customers contact them. Such an understanding is invaluable, and a huge step forwards from disposition data, which is historically unreliable.
Providing users with such clarity and seamless experiences is a key differentiator of the Playvox approach, believes Emenecker. "At all levels of the contact centre, we proactively uncover sources of employee frustration, find patterns, and address them," she says.
Tackling agent frustration, for example, the new automatic ticket tagging capability will streamline the after-call work (ACW) process. Yet, the company will also harness the full range of Prodsight’s capabilities to build on its existing offering and support first-class agent experiences.
An excellent example is building agent sentiment scores into its industry-leading quality management solution. After all, as contact centres migrate to hybrid working models, ensuring agent well-being is becoming a tricky task. However, by monitoring agent sentiment after every interaction, leaders stay up-to-date with induvial and team morale. Such a tool is perfect for the hands-on team supervisor.