Improving Contact Center Performance with Noble RTSA

Transcription

1 Improving Contact Center Performance with Noble RTSA

2 Real-time Speech Analytics help companies uncover and act on insights from customer interactions as they take place. Analyze Phrases and Sentiment to Make Real-time Decisions on Next Steps Reduce Average Handle Time Increase Sales and Conversion Rates Improve First Call Resolution and Lower Churn Create a Better Customer Experience 2

3 Improving Contact Center Performance with Noble RTSA In a perfect world, we would have our most experienced managers coaching every single one of our agents calls to make sure that each agent is following corporate standards for call interactions with every conversation. In reality, this is not possible due to prohibitive costs for staffing a one-toone agent-supervisor team. With Real-Time Speech Analytics (RTSA) you can have the assurance of the next best thing, helping your organization increase customer satisfaction and loyalty, improve operational efficiency, and generate revenues. RTSA solutions take the advantages of traditional speech analytics for analyzing calls and raises the technology to the next level, providing feedback of live calls as they are happening, and then delivering recommendations for the next action to improve the customer experience. Some fundamental applications for RTSA include identifying agents who are not in compliance with their script, guidelines, or standard operating procedures, or to identify very unhappy customers, and new uses are emerging as the technology becomes more prevalant. 3

4 Noble s Real-time Speech Analytics solution is a tactical, agile, real-monitoring and decisioning solution enabling your contact center to respond immediately to emerging issues and opportunities as they are happening. 4

5 Noble RTSA Noble Real-time Speech Analytics listens to every agent interaction, providing a virtual coaching partner for each agent. Using a library of user-defined phrases, Noble RTSA monitors each call and triggers an alert when a phrase is detected during a conversation or when a phrase is not detected in the agent or called-party side of the interaction, based on the conditions defined for the campaign. Alerts can be sent to managers via the Noble Harmony web manager interface or to agents using the Noble Composer agent desktop. With access to real-time information and decisioning tools, agents can respond immediately to emerging issues as they are happening. Noble RTSA can help identify situations or opportunities as interactions are taking place, and can automatically send the agent the right information for the next step allowing them to answer a question or resolve an issue more efficiently, or to take advantage of an opportunity or notify a manager that an agent needs assistance with a difficult caller. Management Alerts Management will receive RTSA alerts through the Agent Stations views in Harmony. Whenever a userdefined phrase or phrases are detected, the agent stations icon will display an alert. Managers can click the alert for more information, and can mitigate the issue immediately by initiating coaching or barging into the call. The issue can be resolved while the customer is engaged to improve customer satisfaction, rather than finding out about the problem after the interaction is over, so that a resolution is delayed and additional time and costs are required for follow-up. Interaction Scoring Phrase detection can also be categorized into two scoring factors for each call, aiding in performance management. The first factor is for Compliance related items. These are factors that measure agents conformance with rules, regulations or best practices which they are required to adhere to in their customer interactions. Compliance factors are critical to the agent achieving the objectives of the call, as well as to the organization s overall regulatory compliance programs. The second scoring factor is a Positivity score. Phrases or sentiment detection can indicate that a call is going positively or negatively, affecting the Positivity score. A higher score would indicate that it is a positive call, with a higher chance of getting the desired outcome, while a negative score would indicate that the call is not following the pattern or standards set forth for your organization. 5

6 Noble RTSA Agent Alerts Real-time alerts can also be sent to the agent s desktop application, such as Composer, while the agent is still connected to a call. The agent workflow in Composer can be configured to present information that is relevant to the context of the conversation, based on triggers identified by the RTSA. This feature can also be used to automatically coach an agent or an existing agent in a relatively new area, reducing the handle time as the agent does not have to search for information or ask for help on how to handle the situation. Fully Unified Platform Noble s integrated Unified Communications and Analytics solution combines the power of Noble s Agent Desktop for windows or web and the Agent API with our Recording, Interaction Analytics, and Real-Time Speech Analytics into a single platform. *Noble RTSA functionality requires the use of Noble Harmony and Noble Composer (version X). 6 Noble s Speech Analytics solutions are powered by Nexidia.

7 The ability to take action quickly while conforming to best practices and compliance regulations results in a better customer experience, improved customer satisfaction, reduced costs, decreased customer and agent churn, and increased revenues. 7

8 Real-time Interaction Alerts Examples Condition: Call will be recorded not detected within X number of seconds of call connection. Action: Agent Alert is sent as a reminder to notify the customer the call is going to be recorded. Manager Alert indicates that the agent did not make the call recording announcement in the defined threshold. The compliance score for the call is negatively impacted. Condition: Keywords deceased, dead, or no longer alive detected in any point of the call. Action: Agent is provided with the steps needed to handle a call with the keywords detected. The agent will handle the call according to policy, resulting in an increased positivity score. Condition: Keyword bankruptcy is detected. Action: Agent is immediately presented with the instructions on how to handle a call that is going through bankruptcy, eliminating the need to manually search for the information. Condition: Mini-mirandas are not detected within the appropriate script segment of a collection call. Action: Agent Alert instructs the agent to supply the required information to the debtor. The Manager can also be alerted that the required statement was not provided, as an indication that training may be needed. The instance will be noted in the compliance score for the call. Condition: A life-event is noted, such as a marriage, new baby, change of address, etc. Action: Agent is shown information regarding up-sell or cross-sell opportunities that match to the customer s new status or potential changes in need. 8

9 Real-time Interaction Alerts Examples Condition: The system detects phrasing indicating that a sale has been made. Action: The Agent is prompted with the next steps to complete the call, such as verifying customer information, reviewing the order, reading any disclosures, etc. Condition: Keywords Transfer me to a supervisor or let me speak to a supervisor are detected at any point of the call. Action: Manager Alert is sent to allow for mitigation of the issue. Agent Alert provides the agent with the steps for processing an escalation. In this example, the positivity score may be impacted. 9

10 About Noble Systems 10

11 About Noble Systems Noble Systems offers a unified suite of multi-channel inbound, outbound and blended contact processing, strategy planning, and resource management tools to meet the needs of small, midsize, and enterprise organizations. Whatever your business needs or size, Noble Systems can match you with the solution set that meets your functionality requirements and organizational goals, and offers the right-fit for your contact center to help you improve productivity, reduce costs, increase performance and grow your company. Our solutions allow companies to more effectively communicate with their customers via multiple channels, including inbound/outbound/blended voice, , fax and web. This unified system includes the key software technologies that contact centers need most: Predictive dialing, Inbound contact management and ACD, IP-PBX, Self Service IVR software, CTI for intelligent screen pops, Digital Recording, Workforce Optimization, Real-time Reporting, Campaign Strategy and Management, and Decisioning and Analytics tools. Noble also provides seamless integration to existing corporate environments in both premise and cloud-based platforms, reducing your learning curve and protecting your technology investments. The Noble Interaction Analytics solution leverages large volumes of recorded conversations to gain actionable business intelligence -- making it possible to analyze call recordings to recognize and resolve issues in real-time, spot trends, identify underlying reasons for customer calls, improve quality assurance programs, measure script and compliance adherence, determine training needs, and much more. A compelling solution for enterprise organizations, speech analytics with real-time analysis can help reduce operating expenses, improve quality, enhance the customer experience, increase revenue, and reduce corporate liability. For over 25 years, Noble Systems has been delivering solutions that build performance and productivity, improve the quality of customer contacts, and reduce costs. Contact us to learn more: +1 (404) Worldwide +1 (404) Americas +61 (2) APAC +44 (0) EMEA 11

12 Noble Systems Worldwide +1 (404) Noble Systems Americas +1 (404) Noble Systems APAC (Australia) +61 (2) Noble Systems EMEA (UK) +44 (0) Copyright 2014 Noble Systems Corporation. All Rights Reserved. No part of this document may be reproduced in any form or by any means without written per mission from Noble Systems Corporation. Noble Systems, Noble, the n-logo, Amcat, Liberation and ShiftTrack are registered trademarks of Noble Systems Corporation. All others are property of their respective owners. While every precaution has been taken to ensure the accuracy of the information contained in this document, Noble Systems Corporation assumes no responsibility for inadvertent errors or omissions. The information contained in this document is subject to change without notice. Solutions and Services described above are representative; a mutually-executed agreement will contain the specific functionality and services to be provided