Talkdesk Customer Experience Analytics: Turn insights into results
Summary
TLDRThe script highlights the untapped potential of contact centers as a rich source of business insights. With traditional methods only analyzing a fraction of interactions, companies face blind spots impacting their profitability. Talkdesk's Customer Experience Analytics leverages AI to analyze 100% of interactions, identifying trends, issues, and opportunities. It aids in automating customer service, enhancing agent coaching, and improving both customer satisfaction and the bottom line.
Takeaways
- 💡 Contact centers hold vast amounts of data from customer interactions that can be leveraged for business insights.
- 🔍 Only a small portion of interactions are currently analyzed, leading to missed opportunities and potential blind spots.
- 📈 Companies are adopting Talkdesk Customer Experience Analytics to scrutinize 100% of their interactions for deeper insights.
- 🤖 AI is utilized to identify root causes of customer issues by analyzing topics, mood trends, and pain points from interactions.
- 🚀 Proactivity in business can be enhanced by identifying and addressing emerging topics, such as a new digital loan application process.
- 📞 Automation can deflect calls to self-service channels, reducing the load on agents and allowing them to focus on more complex issues.
- 📈 Positive shifts in customer moods can be tracked and associated with the effectiveness of new strategies, such as self-service options.
- 🛠️ Insights from customer experience analytics can fine-tune customer service strategies, addressing issues that were not previously evident.
- 👥 Coaching agents can be enhanced by using AI to score interactions, identifying areas for improvement and development.
- 🔄 AI automates and scales the quality management process, providing a more efficient way to assess and enhance agent performance.
- 💼 Talkdesk analytics aims to simplify the process of uncovering actionable insights, ultimately improving customer satisfaction and business outcomes.
Q & A
What is the primary purpose of contact centers in the business world?
-The primary purpose of contact centers is to handle customer interactions, providing insights into business and customer experiences.
Why do companies face challenges in extracting valuable insights from contact center interactions?
-Companies face challenges because only a small fraction of interactions are analyzed, leading to blind spots and impacting their bottom line.
What solution are companies turning to in order to analyze all their interactions?
-Companies are turning to Talkdesk Customer Experience Analytics to analyze 100% of their interactions and gain actionable insights.
How does AI assist in uncovering the root causes of customer issues in contact centers?
-AI helps by identifying topics, customer mood trends, and pain points from interactions, revealing previously unnoticed issues and opportunities.
Can you provide an example of how a company used insights to improve their customer service?
-A Commercial Bank noticed an uptrend in questions about a new digital loan application process, leading them to set up automation that directs these calls to self-service channels.
How does the reduction in inbound call volume benefit the representatives at the Commercial Bank?
-The reduction allows representatives to focus on clients with more complex issues that require hands-on help.
What is the role of mood insights in improving customer service strategies?
-Mood insights help organizations see how customers are responding to strategies, such as noticing positive shifts in customer moods when speaking with representatives.
How can customer experience analytics help in fine-tuning a customer service strategy?
-It provides insights into why customer moods are shifting, allowing for adjustments to address issues or opportunities more effectively.
In what way can customer experience analytics enhance agent coaching?
-It can implement new coaching plans, such as an empathy-focused approach, and use AI to score every interaction for improved quality management.
What is the overall benefit of using Talkdesk Customer Experience Analytics for a business?
-It automates the process of identifying insights from everyday interactions, making it easier to improve customer satisfaction and the company's bottom line.
Outlines
📈 Leveraging Customer Interactions for Business Insights
This paragraph introduces the concept that contact centers hold a wealth of data that can be mined for valuable business and customer experience insights. It highlights the issue that only a small percentage of interactions are typically analyzed, leading to blind spots that negatively impact the company's bottom line. The solution presented is Talkdesk's Customer Experience Analytics, which uses AI to analyze 100% of interactions, identify root causes of customer issues, and uncover trends and opportunities that were previously unknown. The example of a Commercial Bank is given to illustrate how insights from this analytics can lead to proactive measures, such as automating self-service for repetitive customer inquiries, thus freeing up agent resources for more complex issues.
Mindmap
Keywords
💡Contact Center
💡Interactions
💡Insights
💡Blind Spots
💡Talkdesk Customer Experience Analytics
💡AI (Artificial Intelligence)
💡Root Causes
💡Proactive
💡Automation
💡Mood Insights
💡Quality Management Program
💡Agent Coaching
Highlights
Contact centers hold vast amounts of business and customer experience insights.
Only a small fraction of interactions are analyzed, leading to blind spots and impacting the bottom line.
Talkdesk Customer Experience Analytics is used to analyze 100% of interactions for deeper insights.
AI helps uncover root causes of customer issues by identifying topics, trends, and pain points.
Organizations can be more proactive by identifying and addressing emerging customer concerns.
A Commercial Bank example shows how to automate repetitive customer inquiries, improving efficiency.
Mood insights help monitor customer satisfaction and adjust strategies accordingly.
Customer moods are shown to improve when their pressing issues are resolved in the first interaction.
Insights from analytics help fine-tune customer service strategies to address undetected issues.
Customer experience analytics is not just for automating self-service interactions but also for enhancing agent coaching.
AI scoring of every interaction automates quality management and helps realize agent value faster.
Talkdesk analytics illuminates actionable insights within everyday interactions.
The solution aims to improve customer satisfaction and the bottom line by leveraging AI and analytics.
Talkdesk analytics helps organizations to be more proactive and responsive to customer needs.
The system enables a shift towards self-service, freeing up agents to handle more complex issues.
Mood insights provide a real-time view of customer sentiment, guiding strategic adjustments.
By analyzing every interaction, Talkdesk helps uncover hidden issues and opportunities for improvement.
The analytics tool scales quality management programs and streamlines agent performance evaluation.
Transcripts
[Music]
your contact center is a gold mine of
business and customer experience
insights with billions of interactions
flowing through contact centers around
the globe every year but because only a
small fraction of these interactions are
mined and analyzed for further insights
you've got blind spots and that takes a
toll on your bottom line that's why
companies are turning to talk desk
customer experience Analytics to analyze
100% of their interactions and turn
every single conversation into insights
that are actionable and impactful to the
business customer experience analytics
uses AI to help you uncover the root
causes of customer issues by identifying
topic and customer mood Trends and pain
points from your interactions revealing
issues and opportunities you didn't even
know to look for it also helps
organizations be more proactive like
this Commercial Bank who notices an in
trending topic around a new digital loan
application process they've implemented
recently they quickly observe callers
are taking up precious agent Resources
with simple repetitive questions from
how to apply for a new loan to estimates
on what they qualify for with this
Insight they set up automation that
deflects these calls to self-service
channels enabling customers to complete
submit and inquire about their
applications on their own terms this
reduction in inbound call volume keeps
their representatives focused on clients
with questions that require more
Hands-On help with mood insights they're
able to see these customers are
responding well to this strategy they've
noticed customer moods are consistently
shifting positively when speaking with a
representative as reps are better able
to resolve their more pressing issues in
the first interaction they can even see
the reasoning behind why moods are
shifting helping them fine-tune their
customer service strategy further to
address any issues or opportunities they
couldn't have easily detected otherwise
but customer experience analytics isn't
just about discovering ways to automate
self-service interaction insights can be
used to enhance agent coaching such as
implementing a new empathy focused
coaching plan for an agent who resolves
customer issues but often leaves
customers feeling dissatisfied and by
using AI to score every interaction
customer experience analytics automates
a manual and time consuming process
scales your quality management program
and helps you realize agent value faster
let talk desk customer experience
analytics do the hard work by
Illuminating actionable insights within
your everyday interactions making it
easier for you to improve customer
satisfaction and your bottom line
[Music]
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