Microsoft Power BI call analytics
The power of AI, machine learning and integrated Microsoft Power BI call analytics, activate customer experience management possibilities never seen before. “Too hard basket” questions can now be dissected, analyzed, and resolved piece by piece then aggregated back together to provide a big picture view that can also drill back to the source. With Microsoft Power BI call analytics and live data dashboards that leverage multiple data sources, efficiency and margins can be increased through insights into customer loyalty, sentiment, support automation and training opportunities. Happy customers spend more and they come back.
Speech to text – word frequency analysis
Word frequency analysis can not only capture what customers and agents are saying with pre-defined keywords, but can also display the sentiment or mood of customers. This can be programmed to capture the seconds at the beginning of the call for batching the reasons for the call and for the sentiment and outcome of entire calls. For example; “I’m calling to find out how much is outstanding on my account”, “I am having difficulty” “I am not happy”, I would like to follow up”, “My service is not working”, “This is the 3rd time I’ve called”, “I would like to update…”, “I would like to make a payment” etc. Analytics can then be aggregated and overlaid at selected time intervals with revenue results, CSAT scores by agent, team or geographic location using tables, charts or word clouds for ease of data visualization. Supervisors can access data in live time to train, intervene and manage efficiency. Averages can be reported but more importantly, organizations can have the ability to drill down all the way to agent level using live data to understand the root cause of issues and success.
First contact resolution across all channels
The data gets even more exciting when overlaid with website chat and knowledge base data. A new level of first contact resolution can be measured and built upon. No longer is it enough for the customer to not contact the call center within 7 days. The customer could be truly satisfied when they didn’t have to make contact on any channel within 7 days therefore improving CSAT scores and measurement.
How well are events tracked and issues actioned? E.g. product launch/recall
This level of data can also assist management by understanding which interactions are valuable for the organization, which are a value add for the customer, what could potentially be automated and what touch points may be causing customer retention and loss. Customer sentiment and volume will change at key times such as product launches or recall. Customized keyword data sets and analytics dashboards can be built into Power BI Speech to text analytics for these events to gauge the level of customer experience throughout the life of these events. Alerts can be configured at certain points in the process to warn of unexpected spikes in complaints or product issues that may need to be addressed more urgently or in a different way.
Voice of the customer
Speech to text data insights can also often provide management the path to a solution through the voice of the customer. With improved customer profiling and call analysis, insights with the greatest predictive value can be uncovered to improve communications architecture and training.
Cistera provides both custom and out of the box call recording, alert and analytics solutions to help our clients to retain customers, reduce operating costs, ensure compliance and increase CSAT scores.