In today’s undeniably and increasingly modern world, brands, companies, and businesses of all sizes are presented with a plethora of technology at their disposal. These tools can, and will absolutely help your team uplevel their performance. The sheer volume of information that is made available is transformational. These incredibly useful modes of analysis are bringing new perspectives on the customer experience every day, and are simply changing the way we interact with our customers.
At the same time, the efficacy and impact of traditional quality monitoring, coaching, and training cannot be denied. These targeted interactions bring something to the table that technology cannot. The human spirit, what makes us ‘us’ is irreplaceable. At the core of a successful, efficient, and high-powered customer service team is emotional intelligence–and a lot of it. These representatives are able to hear the voice of your customer, noting any frustrations, confusion, or other social queues that a machine isn’t able to.
So, is there a world where these two practices coincide? The answer is yes, and in a big way. When the data-driven foundation brought by technology like speech analytics and AI is combined with the between-the-lines reading and social skills your customer experience representatives possess, the result is a high-functioning, holistic solution.
Let’s talk about some of the overlaps between traditional practices and cutting-edge technology, how they interact, and the impact they have on your business.
Connecting Customer Experience to Other Divisions
While speech analytics, AI processes, and other tech can bring in large amounts of data, but when its use is pigeon-holed into only measuring customer experience representatives performance metrics, it loses value. When a successful customer experience team is able to utilize this data to gain deeper insight. This includes correlating data to customer experience measures like CSAT, NPS, and Customer Effort; as well as, sales and operational KPIs, CRM data, complaint data, and agent HR data. Consequently, your team can better identify company-wide issues, no matter where they are felt.
A primary benefit of using speech analytic technology is its incredible ability to pull key phrases from thousands of interactions across all platforms. There are plenty of uses for these capabilities, including moments where a problem, issue, or conversation needs to be escalated, transferred, cooled off, or requires attention. However, when combined with the keen eye of an experienced customer experience manager, speech analytics quickly become the first point of realization of pain points. From there, coaching can be appropriately segmented, taught, and solved. The readiness of speech analytics information allows your coaches to act swiftly and attack a problem at its source. This technology facilitates your team to work cooperatively to note patterns, trends, and other important metrics. A constant stream of preparedness, improvement, and evaluation can only help your mission.
Data and Insight: A Powerful Combination
Finally, artificial intelligence, speech analytics, and other customer experience technology are powerful, yes. But as we said before, and as others have said in the past, data is useless without impact. The human element, in conjunction with these modern tools, is a potent concoction of information and implementation. Think of it like this: speech analytics is an incredible sailboat. But, without ‘wind’ or in our case, human insight, training, and ability, the boat is dead in the water. This is to say, you could have hours upon hours of data, but without human review, it’s impossible to use it. To combat this, successful customer experience shops use these metrics and turn them into actionable steps to improve their overall quality. The information you can gather from speech analytics can direct your plan of action, identify root issues, and alleviate pressures from previously unknown sources.
In conclusion, both speech analytics and traditional practices have serious benefits when used apart, but when their powers are combined, the quality of your customer’s experience skyrockets. Delivering impactful results requires a careful balance of intuition and tech, but it is possible, and it is influential to the highest degree.