Martha Brooke
Brian LaRoche
“Beyond Surveys- Capturing the Real Customer Experience”
Today’s Educational Webinar
“Beyond Surveys- Capturing the Real Customer
Experience” is
sponsored by the following
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Proprietary & Confidential, CallMiner Inc.
• This webcast is a listen only presentation. If you would like
to ask a question, please use the questions panel in the
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answer all of your questions during the Q&A segment of
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• The Webcast will be recorded and available 48 hours after
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under or Learning
Center page.
• The presentation deck is available now or at the
conclusion of today’s webinar under the Event Resources
tab of this site and will also be available at
www.CallMiner.com
under or Learning Center page.
“Beyond Surveys- Capturing the Real Customer Experience”
Martha Brooke
Chief Customer
Experience
Analyst & Founder
Brian LaRoche
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METRICS
QCI™
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BEFORE:
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LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS.
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C
ALL
M
INER AT A
G
LANCE
– F
EEDBACK IS A
G
IFT
Customer engagement optimization through analytical insight
Strong track record in contact center performance
Unified view across voice, chat, email, social
Scaled to process 18 years (160k+ hours) of audio
every day
Improving agent performance for…
Better customer service/satisfaction
Regulatory compliance
Increased sales
Reduced operational cost
Proprietary & Confidential, CallMiner Inc.
“Pervasive, advanced analytics will
become necessary for leading
organizations that want to gain
competitive advantage.”
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LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS.
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D
ISCOVERING
C-S
AT
I
SSUES
Retail chain specializing in
pharmaceuticals offered an online
greeting card printing service. A
speech analytics workshop
identified a costly printing issue
with custom holiday cards, within
2 hours. This issue took two weeks
to be identified through normal
means, resulting in high customer
dissatisfaction and costly
reprinting/shipping charges.
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5 4 3
2
1
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5 4 3
2
1
5
4
3 2 1
5 4
3
2 1
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* sources Forrester, ZenDesk, Harris Interactive Customer Experience Impact Report, five9
86
consumers have stopped
doing business with a
company due to a bad
customer experience
%
consumers have started
doing business with a
competitor due to a bad
customer experience
89
%
of defecting customers
leave as a result of
poor customer service
68
%
71
%
consumers prefer
phone conversations
92
%
customer service
interactions via phone
annual calls vs. surveys
tweeted words
daily recorded vs. tweeted words
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The Good
The Bad
Direct customer feedback
Easy to implement/administer
Economic
Mostly structured data, easily
analyzed
Consistent surveys provide
trending data
Low sample rates
Highlight the extremes
(happy/angry)
Timeliness of feedback
Survey Fatigue
Can lack context (why, how)
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100%
What are you leaving on the table by relying
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Agent P rformance
Busin
ss In
tell
ig
ence
Sales
Promoters
Customer Satisfaction
Customer Retention
Collections
Revenue
AHT
Call Volume
Call Drivers
Pr
oce
ss
Impr
o
veme
n
t
Pr
oduct
De
ficie
ncie
s
Mark
eting
Ef
fec
tiv
ene
ss
Competitiv
e
Ins
igh
t
Cus
tomer
Pr
ef
er
enc
es
Operational Efficiency
Risk
Detractors
Service Levels
Regulatory Compliance
Legal Action
Competitive Ranking
FCR
L I S T E N T O Y O U R C U S T O M E R S – I M P R O V EY O U R B U S I N E S S
THE REAL
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dynamic, unstructured
& complex.
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LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS.
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J
OURNEY
A
NALYTICS
- E
XAMPLE
visits
website
calls contact
center
sales emails
information
sales calls
back
purchases
product
posts about
experience
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LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS.
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I
NTERACTION
A
NALYTICS
S
IMPLIFIED
interactions
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“A well executed pervasive BI strategy can deliver substantial
performance results to an organization. With more employees
involved… many companies are seeing improvements in
decision making speed.“
The Business Value
of Pervasive BI, 2009
64%
56%
42%
37%
30%
25%
Saw decrease in 'time to information'
Saw decrease in 'tim to decision'
Per
ce
n
tage
of R
esponden
ts
Figure 1: Quicker Information, Quicker Decisions
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LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS.
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I
MPORTANCE OF
M
ETADATA
customer ID:
1298281
agent:
Gabriel Nelson
department:
sales
supervisor:
Jay Schmidt
date:
Oct 15, 2012 – 9:36AM
direction:
inbound
DNIS:
800-555-5595
customer ID:
1298281
customer tier:
gold
customer ACV:
$1,649
products:
Triple Play
city:
Fort Myers
subscribe date:
8/23/2010
successful sale:
yes
NPS:
7
interaction metadata
crm data
workforce metadata
agent tenure:
senior
service level:
94%
shift time:
3.25 hours
skill set:
technical sales
campaign:
Bing PPC Mobile
geo location:
Northeast
lead score:
110
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LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS.
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Scoring every customer interaction…
M
EASURING
C
USTOMER
S
ATISFACTION
(
EXAMPLE
)
dissatisfaction
Language
repeat contact
language
escalations
acoustic agitation
holds - transfers
confusion
tagging
(language patterning
and acoustics)
satisfaction score
insight
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LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS.
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S
ENTIMENT
A
NALYSIS
– D
ISCOVERING
I
SSUES
SEARCH – find calls with negative
sentiment near mention of apps
AUTO-TOPIC DISCOVERY – conduct
auto-topic analysis on resulting calls
feature - apps
- sentiment
1:02
5:17
0:00
1
2
DRILL TO CALLS – review calls matching
suspect topics to discover causes
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GET TOPICS
phone
problem
applications
camera
battery
miss
unwanted apps
iphone
likes
bloat ware
lost
major
“… over two pages of unwanted apps if they were…”
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LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS.
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LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS.
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Products, call reasons, agents/teams, regions, customer segments, etc.
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LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS.
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S
UMMARIZING
B
ENEFITS
100% of interactions analyzed for customer satisfaction, likes, dislikes
Feedback available near instantaneously and continuously
Unlimited “questions” can be asked of the data
Correlation and root cause identified through analytics (why/how)
Data segmentation allows for analysis of every customer group/product
Includes feedback from the silent majority
Discovery of the “unknown” that could be driving negative experiences
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Get ready to
capture the heart
and soul of the real
customer
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Thanks to today’s
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