TSW2012--Hidden In Plain Sight: The Real Conversation

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Did you know that you have data hidden in plain sight? David Lowy of Moxie Software explains where to find it and how it can be used to improve customer service, product management, and more.

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TSW2012--Hidden In Plain Sight: The Real Conversation

  1. 1. HIDDEN IN PLAIN SIGHT:UNCOVER THE REALCONVERSATIONDavid Lowy | VP, Product Management PROPRIETARY &1 CONFIDENTIAL
  2. 2. WHY?We’re bridging the gap in basic interaction centerreporting and analytics by leveragingstructured data and unstructured text. PROPRIETARY &2 CONFIDENTIAL
  3. 3. STRUCTUREDDATA SOURCES PROPRIETARY &3 CONFIDENTIAL
  4. 4. OPERATIONALDATA• AHT / FCR / Concurrency• Sales Conversion• Disposition Codes PROPRIETARY &4 CONFIDENTIAL
  5. 5. CUSTOMERSATISFACTIONDATA• Survey Results• Net Promoter Score• Others PROPRIETARY &5 CONFIDENTIAL
  6. 6. PRODUCT /SERVICESSALES DATA• Web Sales• Live Interaction Sales• Post Interaction Sales• Revenue / Uplift PROPRIETARY &6 CONFIDENTIAL
  7. 7. THE POWER OFCOMBINEDANALYTICS PROPRIETARY &7 CONFIDENTIAL
  8. 8. CONTEXTUAL AWARENESS TEXTANALYTICS DRIVES INSIGHT• How long do chat sessions take when the customer was talking about _______?• How many emails does it take to resolve when the customer references _______?• What are the key words customers mentions about _______?• What is the customer sentiment change over a longer session? PROPRIETARY &8 CONFIDENTIAL
  9. 9. MODEL CUSTOMERBEHAVIOR AND FLOW• From web experience (self-service) to live assistance• Model intent versus actions• Model proactive offers based on live interactions• Dispositions and notes versus actual conversation PROPRIETARY &9 CONFIDENTIAL
  10. 10. CONSUMERS PROPRIETARY &10 CONFIDENTIAL
  11. 11. INTERACTIONCENTERMANAGEMENT• Cost reductions due to deeper insights on FCR, AHT, etc.• Additional Agent Training and Scoring Analysis• Self-service escalation analysis• Proactive Service Offer models PROPRIETARY &11 CONFIDENTIAL
  12. 12. PRODUCTMANAGEMENT• Deeper analysis interaction root cause• Customer query trends PROPRIETARY &12 CONFIDENTIAL
  13. 13. WEB SALESMANAGEMENT• Self-service escalation analysis• Proactive Sales Offer models PROPRIETARY &13 CONFIDENTIAL
  14. 14. MEGATRENDS• Demand indicators• Supply / inventory management PROPRIETARY &14 CONFIDENTIAL

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