Are manual call listening processes and customer surveys good enough?
With Don Haddaway and Dr Danica Damljanovic.
Hosted by Paul Weald.
Context:
Even though companies record millions of customer interactions every single day, 80% have no technology in place to analyse it and rely on either manual or one-dimensional methods to measure customer experience.
The root cause issue with this approach is the impact of bias:
● volunteer bias is a significant problem in the world of customer surveys – they test for known events and predefined assumptions
● survivorship bias is the issue where your keep doing what you’ve always done – lacking insight into unknown unknowns and the emerging trends that could soon become urgent customer issues.
Objective:
In this webinar you will find out how to understand what is being said by your customers, so that you can detect emerging trends and highlight non-compliance.
This is relevant to:
● sales contact centres looking for insight into how to drive additional revenue
● service contact centres looking to reduce cost
● and financial services operations looking to reduce risk.
When considering the use of AI technology it is important to recognise that deriving meaning from speech is complex. Speech to text translation and simple word count alone are not enough.
You need to understand the stages of a conversation, and the impact on sentiment throughout the call, in the same way that words spoken by Noel Coward or Shakespeare carry deep meaning. It’s the lambic pentameter regarding the number of syllables and the emphasis placed on them that generates insight.
Highlights:
Overcoming Bias - Tutorial
Understanding Customer Interactions - Tutorial
View the full talk below: