Finding Actionable Insights in Your Organisation s Voice Data

Transcription

1 Finding Actionable Insights in Your Organisation s Voice Data

2 16-22 million 151,455 5, minutes words talk talk time time for for one one month in a 30-seat agent agent per contact per month day centre

3 Slide 2 Notes 13,170 sec - talk time for one agent per day (3.65 hours) 302,910 sec - talk time for one agent per MONTH (23 days) 9,087,300 sec - talk time for one month in a 30-seat Contact centre

4 Contact Centre Compliance Customer Experience Use Cases for. Risk/Fraud Marketing Product/ Service

5 Slide 3 Notes Marketing - Understand customer journey, Find new cohorts, Improve Marketing ROI, Drive Campaign Performance, Look for triggers and events, Manage next best offer Risk Management - Understand what we are saying to our customers, Ensure proactive fraud management is in place, Ascertain compliance levels, Review risk management action performance CX -Track and management customer sentiment, Drive root cause analysis of poor CX, Gain more effective insights into NPS performance, Understand org processes gaps, Ascertain performance of key initiatives NPS - able to ascertain billing issues, product challenges, payment process and flexibility issues, channel engagement option priorities and brand impacts. In addition, significant agent coaching opportunities were derived through emotion, sentiment and call characteristics scoring. CC - Understand agent performance, Track Team Leader performance, Improve efficiency/productivity, Hone scripts, Track adherence to scripts/regulatory, Improve campaign performance Product - Review customer channel touch points, Gauge product feedback, risks and gaps, Track conversations for new product opportunity, Review new product roll out, Enable product test and learn, Check for product knowledge Strategy - Review Omni Channel Optimisation, Gauge business sentiment, Test market insights, Understand organisational insights Revenue Management - Grow cross sell and upsell, Understand churn/lapse drivers, Test new campaigns, Check sales methodology adherence, Improve conversation rate, Understand script opportunities

6 SAS / Call Journey solution SAS Platform

7 Slide 4 Notes Call Journey then provided a data set including Gender, % Silence, Sentiment, Emotion, Call duration, agent I.D, Agent/Client Classification, Diarization, Redaction (audio & text), Emotional Intelligence, Confidence, % Overtalk, Speaker Clarity Punctuation and Call Success.

8 SAS Visual Text Analytics Natural Language Processing JL H Machine Learning Linguistic Rules

9 Slide 5 Notes SAS Visual Text Analytics (VTA) is the SAS offering designed to effectively extract insights from unstructured data in large scale. Offered on the SAS Viya architecture, VTA combines the power of: Natural Language Processing (NLP) Machine Learning (ML) Linguistic Rules (human input) Output includes: Topics, Insights, Relationships, Taxonomies, Scored Documents

10

11 Slide 6 Notes Customizable and portable nodes and pipelines Quick save of output data from Topics and Categories Easy access to automatically-generated score code Launch Visual Text Analytics from Data Studio, Data Wrangler, or Visual Analytics Common interface with Visual Data Mining and Machine Learning and Visual Forecasting

12

13 if analytics does not lead to more informed decisions and more effective actions, then why do it at all? - Mike Gualtieri, Forrester

14

15

16

17

18 When setting up a Text Analytics project: Begin with the end in mind Define success Start small and think big

19 Thank you