One of the biggest challenges contact center agents face is not having the right tech to advance their skills in meaningful ways or improve the customer experience.
According to a study from Calabrio, 60% of contact center agents say they don’t have the technology they need to address challenges when helping customers. Other studies have shown that the need for new technology is in the top three biggest barriers for call centers.
What does the right tech look like for contact centers? Artificial intelligence (AI) has brought a number of solutions to set up contact centers for success. Identifying patterns, improving customer support with data, and speech analytics are key components of a modern, effective approach.
These solutions are critical in changing the conversation in agent training rooms, which in turn improves customer support.
Consistent monitoring and pattern identification
The right tech helps contact centers streamline processes like reporting and agent performance monitoring. Advanced quality assurance tools that incorporate AI technology make it much easier to keep tabs on regulatory and compliance issues, ensuring that applicable scores are kept above a given benchmark for the team or company as a whole.
The right analytics solution will also help teams uncover patterns, both in what customers are looking for and what characterizes a bad agent conversation or experience. This way new training opportunities can be identified, customer priorities can be defined, and negative call patterns can be redirected.
Improving customer support with data
AI is improving the way agents are able to serve their customers, and all customer support employees need to be adequately trained on these tools. For instance, with AI, all interactions can be instantly transcribed for further analysis or reference. Agents can thus be evaluated continually.
If a customer experiences an issue and complains, AI-based tools make it possible to analyze the precise touchpoint where the issue occurred, revealing what went wrong. They can rank interactions and track the right data to keep improving systems and training methods.
Let’s walk through a relevant example of AI in action. As COVID-19 has been at the forefront of the minds of many, data has revealed that many customers, when they are talking to an agent, want to talk more about anxieties about the pandemic than they want to discuss a specific service. Call center managers have been able to use this data to encourage agents to empathize and connect on a more personal level with callers, pivoting to meet current concerns and providing enhanced support.
Without the right data, these insights just aren’t possible. AI can help provide consistent learning for agents, real-time suggestions with enhanced listening, and much more. These learnings can lead to more timely coaching opportunities around noted trends, which in turn results in increased productivity among agents and increased satisfaction among callers.
Harnessing speech analytics
Quality assurance management for agents must be driven by analytics to be successful in today’s data-driven environment. Track the right numbers on all inbound and outbound agent calls so you can really dig into the level of care being provided to customers.
Voice analytics data gives you this valuable insight so you can keep improving. Other benefits of speech analytics tracking include:
- Cost savings on monitoring and evaluation
- Ensured compliance
- Better agent coaching
- Lower attrition
- Process improvements
- Deep insights into customer behavior and contact trends
Speech analytics also contribute to agents’ ability to successfully provide that new required level of empathy to customers during this uncertain pandemic moment. And when the moment shifts again, speech analytics can help track new trends in customer concerns as well as trends in providing meaningful customer support that makes a difference to customer satisfaction, all based on speech patterns, recognizing tone, noting frequently used phrases, counting timing and pauses, and more.
Why work with ContactPoint 360?
At ContactPoint 360, we set our agents up for success with the right technology. We provide a holistic approach so that our agent training rooms integrate all available advancements, including AI, speech analytics, and pattern recognition. This comprehensive approach ensures our agents have the tools they need to keep learning, growing, and exceeding expectations.
Our customer support agents are committed to providing 360 degrees of CX management and development by incorporating:
- Big data and advanced analytics
- Solution design
- Software development
- Remote work solutions
- Digital transformation
Get in touch with the team at ContactPoint 360 today to learn more about how we’re changing the conversation in our contact centers and why we are the right solution for your business.