Sentiment Analysis

Dialing into the new year: Customer experience in 2020

It’s 2020 and anyone in the contact center space can clearly see CX and customer journeys have become the most pivotal points when it comes to successful operations and business growth. The transformation has been on-going, but with rapidly changing technological advancements and thereby varying touchpoints, CX has come into sharp focus.  So where is customer experience heading this year? What are the expectations? And more importantly, how will you meet them?  Customer convenience remains key Customers are becoming more demanding, more discerning and definitely more reactive if expectations aren’t met. Aren’t we all!  According to studies by Walker, it is expected that by the end of 2020, customer experience will overtake price and product as the key brand differentiator.* There are four ways you need to ensure this customer-centric experience: Enable Omnichannel support. Your customer expects omnichannel connections with companies. They want to connect with companies on the go, in different contexts and at different times and will use whichever device and channel that is most convenient at that point. You need to make it easy for them to do this. Go Regional. Customers in 2020, and therefore contact centers, are relying more on regional language support. Whether you are a small business or a large international enterprise, localized, authentic communication is key to good CX. Do this by localizing your call center operations, and enabling vernacular voice or chat bots.  Guarantee Privacy. Customers are now concerned with privacy regarding their data and transparency from companies. maintain checks and measures to guarantee this kind of data privacy.  Enable personalization. In spite of concerns on data privacy, customers are ok with companies storing their data and using it for improving their experience, as long as they keep it safe.  Contact centers balance humans and bots With the advent of chat and voice bots, AI usage will continue to flourish. Customers will appreciate this when they want quick resolutions. But if you don't provide an easy way to connect with a live agent when they want a human interaction, they will get frustrated. Businesses will need to understand how to balance the experience for customers. they will need to carefully decide which interactions to automate, and which to hand over to trained, capable agents. Agent engagement gets its due credit A disinterested or uninvolved agent will naturally lead to a subpar interaction. For customer service to thrive, you need engaged, enthusiastic employees. Businesses are only recently coming to realize the correlation between agent performance and customer experience. Gamified feedback, intuitive dashboards, easy access to data and live stats are just some features that we are constantly enhancing. Agent User Experience has come to the forefront.  Data improves decisions. Know thy customer.  AI-powered speech analytics will make it possible to know your customers better. Information gathered from call recordings are sieved through and analyzed faster at the back end, without the need for human intervention. Sentiment or intent analysis and advanced features, like tracking the customer sentiment throughout a call, can be a goldmine [...]

Dialing into the new year: Customer experience in 2020 2020-01-21T13:53:01+00:00

Call Center Trends in 2020

Everyone says 2020 is going to be a year of upgrades. And we don’t deny that. Call Center Trends for 2020 look at upgrading call center efficiency, speed of response and productivity. It looks at improving and playing an important role in shaping customer experience. Here are the top 5 trends we predict: Call Centers use self-service to scale up. Scaling up call center operations has never been easier. On one hand voice bots, conversational IVR, and chatbots have matured tremendously over the past year. On the other hand, customers are more willing than ever before to engage with these technologies for faster resolutions. According to CCW, more than 70% of customers are open to using bots. 1 The results are already beginning to show. For instance, last year call centers who implemented self-service IVR reported five times higher productivity. In other words, they were able to handle five times greater call volumes with the same number of agents. These interactions included checking their ticket status, bookings, cancellations, FAQs and other L1 queries. The Omnichannel journey matures. Enabling a 360-degree view of the customers is a strong priority in 2020. Customer Success leaders will shift focus from call centers to omnichannel contact centers. They will achieve this by integrating digital channels and enabling tight CRM integrations. As a result, agents will be able to access customer information with ease, leading to faster resolutions and personalized interactions across channels. New digital channels emerge. Phone calls continue as the most popular customer support channel. This is followed by live Chat. But new channels constantly emerge. This year, WhatsApp will be one such channel. This is because last year the backend technology for enabling large scale customer support via WhatsApp matured considerably. Procedures for getting a WhatsApp Business API number also became far easier and more streamlined. Smart speakers such as Alexa and Google Home may also be poised to become new customer support channels. In the US, nearly 60 million people use smart speakers. In India, these speakers have penetrated 20.9% Internet Households.3 Functionality and options keep improving on this popular channel. It is highly likely that by year-end, call centers could integrate their voice bots with these smart speakers so that customers can ask Alexa (or Siri) to update them on their delivery status or other such details. AI gives Call Center Data its due. Call Centers collect a massive amount of data. This includes customer complaints, pain points, desires, and suggestions. This kind of data is invaluable for improving customer experience, creating user personas, developing marketing programs, measuring product success or developing new features, products, and services. With new AI-based tools, it is now possible to structure and glean these insights from the call recordings where they reside. Speech Analytics and Sentiment Analysis tools will massively improve how call centers manage their operations. But more importantly, it will transform how they contribute to product development, marketing, and overall business growth. Customers willingly talk to your bots. Voice bot technology [...]

Call Center Trends in 2020 2020-02-24T06:13:41+00:00