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How to Use Contact Center Data to Improve Agents

Training Agents Just Got A Whole Lot Smarter

Customer service agents have never needed help more than they do now. 96% feel acutely stressed at least once a week. Almost half cite ‘too many calls’ as their biggest challenge. They’re being asked to manage 7.2 more calls per day.

That’s a big part of why Contact Center Automation has seen a rapid rise in adoption among customer service departments in the past few years. Contact Center Automation uses state-of-the-art conversational AI to completely automate tier 1 support conversations across every channel, with more efficacy than any solution before. 

It helps contact centers – who have been rocked by global labor shortages – provide stellar, no-wait service no matter how many requests they get, or agents they have on hand. 

But it can also help agents be better, and more engaged, at their jobs. 

Contact Center Automation provides unprecedented analytics that can help managers innovate quickly, improve efficiencies, and most importantly improve their existing agents. Here’s how:

Capture Accurate CSAT Reporting For Common Use Cases

Contact Center Automation collects a higher volume, and more accurate measurements, of customer satisfaction for every conversation. This means agents get a better view into what customers respond well to and what they don’t.

With Replicant, a single dashboard tracks customer satisfaction alongside full transcripts of every conversation over every channel. Agents can use the auto-tagged data to dig into turn-by-turn analysis of conversations and gain a greater understanding of why customers call. Trends in conversation results and CSAT for each conversation flow help to understand the best paths for positive outcomes. 

Gain Rich Context for Escalated Conversations

Contact Center Automation focuses on achieving resolutions, not vanity metrics like containment which doesn’t tell managers whether customers actually got to where they needed to go. The Thinking Machine can detect when customers are frustrated, or when it’s faced with a request it’s not intended to resolve. 

In these cases, the Thinking Machine focuses on getting customers where they need to go as efficiently as possible. We make sure that live agents who pick up a conversation are equipped with every piece of information, data, and context they need via an automated screen pop so that customers get the most seamless experience possible.

Surface Dispositions for Every Escalation

With Replicant, contact center leaders can automatically capture dispositions based on what customers are saying to understand the breakdown of positive, neutral, and negative conversation outcomes and identify areas for improvement by drilling into negative dispositions.

The Thinking Machine has automated millions of calls and chats, but they don’t always include requests that are able to take the “happy path.” Replicant surfaces sentiment analysis and for every turn and accurately auto-tags the transcripts it creates. From a single dashboard, agents can see what led to an escalation or what may have led to a zero-out. With this real-time data, agents don’t go into calls blind and don’t need to repeat questions a customer may have already answered.

Create Effortless Automation Roadmapping

Strengthened contact center data doesn’t just help agents today, it allows contact centers to surface new ways to help them in the future. 

In Replicant’s dashboard, support flows that are ripe for automation get surfaced automatically. If your contact center is experiencing heightened volumes for a particular tier 1 issue, or finding that escalations are occurring for an issue that can be automated, you’ll know about it. 

Contact center automation can start small with just one use case and scale periodically. Automating even simple requests like customer authentication and account updates will unveil new ways to offload repetitive tasks from stretched-thin agents. 

Maximize Live Agents’ Time

Contact Center Automation doesn’t aim to displace human agents. Rather, it takes a hybrid approach to team up with agents and divide and conquer support requests, while also automating back-office and after-call work. The Thinking Machine excels at taking care of repetitive and mundane work and letting human agents respond to calls that require more empathy and creativity.

For the agent, this means more of their time can be spent on high-value customer interactions that allow them to establish relationships with creativity and empathy. It also frees up time for upskilling, certifications, and professional development that can help them earn higher wages and find new ways to leverage automation data to improve efficiencies.

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