The New Tech Experience: Innovation, Optimization, and Collaboration
- 1. The NewTech Experience: Innovation,Optimization, and Collaboration November 10th, 2022 11:00 am PST 2:00 pm EST 7:00 pm GMT Tara Dwyer Webinar Coordinator, Customer Contact Central Paul Weald Contact Center Innovator With
- 2. SuccessKPI is an All-in-One Insight and Action Platform. Instantly unlock data from multiple disparate sources, discover insights, empower agents, and enable action with an all-in-one on-demand platform built with the latest AI technology for enterprise contact centers. SuccessKPI is an AWS Contact Center Intelligence solutions partner. AWS CCI solutions allow companies to add AI/ML to both on-premises and cloud contact center platforms including Cisco, Genesys, 8x8, Talkdesk and many more. AWS CCI and SuccessKPI together, can help address 3 top contact center challenges using AWS Language AI services: self- service virtual agents, real-time call analytics & agent assist, and post-call analytics. Visit this link to learn more: https://successkpi.com/what-is-contact-center- intelligence/
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- 4. Paul Weald Contact Center Innovator With The NewTech Experience: Innovation,Optimization, and Collaboration
- 5. The hierarchy of business improvements Impact on CX Low High complexity Low Automate I can do it myself Choice It’s quicker now Multi-skill Can an agent do several things in one interaction? Where do you start with technology? Measure What do we need to improve?
- 6. Mapping to contact strategy Eradicate the demand at the ‘point of failure’ Digitise the channels to enable self service and reduce human steps Leverage AI to handle queries on your behalf Direct the remaining contacts intelligently Enable your agents with smart tooling Automate manual agent tasks Predict and proactively reach out to resolve before query arises Actively listen to the ‘voice of the customer’ to inform journey design, contact routing and agent training Crowdsource the solution Offer seamless assisted channel options Automate Multi-skill Choice Measure
- 7. Automation – the role of chatbots Self-serve has transitioned into automating high volume enquiries Identify the highest contact reasons where a known response process exists Instead of ‘hard coding’ that process into web site pages – have it handled by a chatbot And get analytics – on the customer journey and the resulting containment rate – to enable continuous improvement Underpinned by AI / Machine Learning technology so that new use cases can be adopted for more ‘varied’ processes
- 8. Channel Choice When less is more Gartner research shows that resolution rate and CSAT actually go down if you give the user too much choice Why? • Psychology of the choice paradox – Barry Schwartz 2004 – too much choice produces paralysis rather than action AI/ML has a key role to play in real time decisioning that triages the user to the right channel based on intent and availability of resources
- 9. Multi-skilling Using AI to help agents become a better version of themselves Capability Outcome How this is achieved Real time agent support Improve agent experience Provide agents with high quality real time transcription of the conversation flow on the agent desktop, with AI providing in the moment assisted prompts in response to conversation and current desktop actions Exploiting a knowledge base Drive higher CSAT, faster resolution and higher conversion rates Dynamically surface relevant articles to the agent, based on customer intent – using machine learning models trained by individual agent behaviour and frequently used responses. Agent Journey Mapping Drive higher FCR and reduce agent effort to resolve the enquiry Gather event data related to agent actions and correlate the conversation flow to the contact outcome to uncover process improvements where enquiry is not fully resolved Agent onboarding Achieve faster agent time to competency Enable interactive training sessions, where agents can practice engaging end-to-end journey flows learning about how their use of desktop tools impacts the Customer Experience Agent performance Provide every agent with the ability to perform at the top quartile level Apply a continuously self-learning AI Model across 100% of the contact centre population to predict and pre-populate the guidance provided to every agent
- 10. Measurement across all interactions Why sampling alone may not be sufficient to understand root causes Data in World War 2 was extremely important. Aircraft returning from missions were always examined in detail for damage from enemy fire. Abraham Wald pointed out that the data that was missing was the most important. He instructed engineers to fit additional amour to the places where no damage was recorded. The phenomenon was called survivorship bias. Aircraft that did not return held the key data to survival. Reinforcing areas that had no damage data recorded increased the survival rate of the fleet Through AI/ML you can apply QA analysis across 100% of interactions – to eliminate the bias associated with call sampling
- 11. What strategies can we use to train our team in advanced emotional intelligence? How can we determine which customers would rather have a fast resolution versus empathetic chats withAI?
- 12. Contact center work cultures are notoriously strenuous.Where can tech make the biggest impact in work culture? How can we utilize agent feedback in our venture into theAI tech space?
- 13. Do you feel that working in a remote environment vs. in the office changes how scripting should be done? Does this even matter with today'sAI technology?
- 14. Schedule a 15-minute initial call with SuccessKPI, and receive a $50 Amazon gift card! We can also donate the gift card to a charity of your choice. https://successkpi.com/contact-us/
- 15. Q&A Paul Weald Contact Center Innovator linkedin.co.uk/in/paulweald Tara Dwyer Webinar Coordinator /in/dwyertara www.customercontactcentral.com mcx.co.uk