After analyzing millions of customer interactions, SYKES has identified operational areas that require attention to REALLY cause change to the customer experience. During this interview, Bo Young, Sr. Director, Insight Analytics, has promised to reveal those areas and share key tactics for you to take away and bring back to your own company.

1. UNIVERSAL TRUTHS JEOPARDIZING
CUSTOMER SERVICE EXPERIENCE:
INDUSTRY BENCHMARKS REVEALED

2. 2
WHY ANALYZE?
• Provide Insights
• Customer Experience
• Process Effectiveness
• Transaction Drivers
• Change
• Methods/Models
• Outcomes
• Improve
• Efficiency
• Effectiveness
• Standards

3. 3
HOW IS IT DONE?
• Review Transactions
• Call Recordings
• Email Exchanges
• Chat Sessions
• CSAT Surveys
• Key Transaction Data Points
• Captured
• Compared
• Collated
• Findings Validated

4. 4
It doesn’t matter if the Agent knows the answer…if your customer can’t
understand it
• Agent Adaptability is Key
• Improves customer experience
• Increases resolution rate
• Symptoms
• On-target call handling
• High “perceived” resolution rate
• High repeat calls
• Insight
• Identify customer communication style and ability
• Adapt probing/troubleshooting style to promote conversation personalization
and achieve smoother interaction
Key Finding #1
AGENTS MAKE THE DIFFERENCE

5. 5
• Finding: Quality monitoring forms are designed to check for
business compliance of the agent and not aligned to providing
great customer experiences
• Symptoms: Ensure QM forms have right attributes to
measure behaviors that drive CSAT Fatal errors can be re-
trained; Behaviors that drive experiences can be coached (if
tracked)
• Insight: High QM scores but low CSAT scores (or vice-versa)
Fatal Errors (auto-fails) are almost always on business
process items
Key Finding # 2
CSAT MEASUREMENTS CAN BE AT ODDS WITH YOUR QUALITY
PROCESS

6. 6
Average
Handle
Time
IVR – WHO OWNS IT?
WHY IT MATTERS TO YOUR CUSTOMERS?
• Customer
Verification
• Problem
Isolation
Remedy:
Redesign IVR and Call Flows & tell customers what
they need to have available before they reach an agent
& Identify customer issue early in the call to avoid
wasted time later

7. 7
Addressable Items That Make Calls Longer Than Necessary
TWO THINGS THAT INCREASE AHT
IVR IVR
Options
1. Sales
2. Customer
Service
3. Register
Product
4. Technical
Support
Options
1. Technical
Support
2. Register
Product
3. Customer
Service
4. Sales
Original Revised
Information
“Before you speak
with a
representative
you’ll need the
following
available…”
Outcome:
• AHT reduced 6%
• CX score +14%

8. 8
VALUE ADDED SERVICES
Insight Analytics
• Actively listen to calls from the
customer’s perspective, as
well as analyze all other
relevant data points
• Identify customer experience
“themes” that link agent
behaviors and processes to
call outcomes
• Recommend change
predicting CSAT/NPS, AHT,
Cost, and other improvements
• Implement changes, monitor
progress, evaluate results
Social Analytics
• Listens to Social Media as
additional Voice of the Customer
• Detects trends in positive and
negative sentiment toward the
Brand
• Benchmarks against competitors
and other Best in Class
• Acts as leading indicator, or as a
confirmation source, regarding
how our customers feel.
Customer Experience Brand Perception Customer in the 1st Person
Text Analytics
• Structured data analysis
• Use analysis techniques
• Clustering
• Classification
• Predictive analytics
• Detailed overview of NPS impact
• Allows for correlation analysis of
perceived call
experience/outcome relative to
customer’s perception

9. 9
ADDITIONAL INFORMATION ON CUSTOMER SERVICE EXPERIENCE
SUCCESSES
• Five Universal Truths Jeopardizing Your Technical Support Success Changes That Will Transform Customer Support
Experiences and Outcomes
• Four Universal Truths Jeopardizing Customer Service in Financial Institutions Changes That Will Transform Customer Service
Experiences and Outcomes
For more information about SYKES services, please visit: www.sykes.com

10. 10
INSIGHTS BY
Bo Young
Senior Director, Customer Analytics
Kirsten Jepson
Senior Director, Market Strategy
To learn more about Insight Analytics, the SYKES customer experience analytics solution: www.sykes.com
To listen to the complete webinar, visit: Universal Truths Jeopardizing your Customer Experience