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Using Analytics Driven Insights for Consistent CX
- 1. Using analytics driven insights for consistent CX Matt McPhee
- 2. Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. What are the top 3 business objectives you are trying to solve within the next 18 months? Provide consistent customer service Enable employee to self manage their work life balance Increase first contact resolution Improve employee effectiveness Improve employee performance 51% 40% 31% 21% 18% Genesys market survey, 300 responses, January 2017
- 3. Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. Speech-to-Text Large Vocabulary Continuous Speech Recognition (LVCSR) with Natural Language Processing (NLP) for Full Transcripts Speech-to-Phrase TM Patented Speech-to-Phrase Grammar Based Recognition for Higher Recall/Accuracy Supervised Learning Topics and Phrases to Demonstrate Customer and Agent Intent to the System Clustering Unsupervised Learning using Natural Language Understanding (NLU) to Surface Salient or Unexpected Terms Search & Discovery Terms are Stemmed and Indexed to Allow Exploration of Similar (in Context) and Related (by Proximity) Words Advanced Speech Recognition and Machine Learning Capabilities
- 5. Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 360° view into customer-agent conversations 100% automated text transcriptions from audio Topic Intent Sentiment Topic 3:45
- 6. Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. Unstructured audio data transcribed to Text using Multiple Techniques Transcribe Apply Unsupervised Machine Learning Algorithms (Clustering) on Filtered Set of Interactions Clustering Voice and Text Interactions from Genesys or Third Party Platforms Capture Isolate Fragments of Text with Salient Terms, Nouns and Verbs Fragment Surface Unexpected Discover, identify and explore emerging business issues; pinpoint events that may require closer attention. New Phrases & Intents Identify new phrases or topics for ongoing analysis of customer service delivery, employees performance, products, and processes. Emerging Trends Discovery & Exploration
- 7. Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. Recordings Direct integration from GIR or from any Third Party Recorder Email Genesys Email or Third Party Email Application Chat Genesys Chat or Third Party Chat Platforms Asynchronous Messaging Supports long lived customer conversations that span an entire day Social Media All Social Media Interactions types; from Tweets to Facebook posts Combine 100% automated text transcriptions from audio with text interactions from any channel to provide a 360° view into customer- agent conversations Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
- 8. How to use this new information ??
- 9. Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. Genesys reserves the right to change or modify this content at any time. Planning for success GOAL Team Proven Stats
- 10. Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. Test Control Baseline Baseline Period1 Period2 Period1 Period2
- 11. Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. AHT Baseline Post Training 1 Post Training 2 Post Training vs. Baseline Average AHT of teams Test 1 593 540 531 62 Test 2 620 565 559 61 62 Control 1 522 508 514 8 Control 2 532 528 516 16 12 Improvement Project AHT Improvement 50 seconds Real Customer results:
- 12. Improving Sales
- 13. Goal: Increase Sales Conversion • Validate Sales Process • Identify important skills in closing sales • Understand nuances of skill usage • Identify who is using skills, who isn’t • Measure skill usage improvement after training Customer Success Story Decision Process Why Speech Analysis? • Needed a cost effective solution to access the voice of the customer Selection Criteria • Accurate, Complete, Automatic Measurement • Intuitive, Easy to Use
- 15. Key differentiators to sales conversion Even top performers are not good at discussing benefits 0% 5% 10% 15% 20% 25% 30% Asking for an Application Exhibiting Courtesy Open Probes: Competition Discussion of Benefits Building Customer's Ego Open Probes: Customer Needs Educating the Customer Building Rapport Bottom Agents Top Agents Top and Bottom Agents: Skill Usage Comparison No significant impact on sales conversion
- 16. • Precise agent scoring for each key skill • Targeted coaching, training, and role-plays 0% 5% 10% 15% 20% Agent1 Agent3 Agent5 Agent7 Agent9 Agent11 Agent13 17.0% 6.8% 14.7% 8.7% 13.4% 8.3% 9.9% 8.3% 9.4% 13.8% 8.6% 6.9% 9.2% Building Rapport Targeted Evaluation and Coaching % of Calls
- 17. 15.30% 17.80% 21.60% 12% 14% 16% 18% 20% 22% 24% Q1 Q2 Q3 ApplicationtoCallRatio Fiscal Quarter Sales Conversion Rate Targeted agent development Drive Gains
- 18. Proven Results Solution • Deployed in 8 business units • Identified which skills had the highest impact on sales conversion • Analyzed importance of frequency, timing and order of skill usage Benefits • Modified training program to focus on critical sales skills • Used Speech Analytics to confirm when new hires were ready to take customer calls • Increased sales conversion 41% (15.3% → 21.6%)
- 20. Project Background Goals • Collection agencies are required to introduce every call to a right party contact with a mini-Miranda statement • “This is an attempt to collect a debt. Any information obtained will be used for that purpose.” • Speaking the mini-Miranda is a legal requirement • HRRG wanted to measure the extent to which agents were delivering the mini-Miranda and improve performance of those who were not performing to standard
- 21. Baseline Performance • 17% of agents likely in compliance, 83% out of compliance 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% akm axe cxv dam dds dxj epr gmh jaj jxb kjc mlr mle nmc rms snm tdd tsr vmb Agent Compliance: California 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% ajm amu cng cxr djd edm fbj fxr gxb gxl gxv jas jdr jfm jgm jja jmf jxt klj lij lxf mmm mth mya nda npc nws nxa oxm paw pxh rcg rdr rws rxh sjg sjm sxj txw vlj wxl Agent Compliance: Florida
- 22. Performance After Two Months 0% 20% 40% 60% 80% 100% akm axe cxv dam dds dlc dxj epr gmh jaj jxb mlr mjb mle nmc rms snm tdd tsr vmb Agent Compliance: California 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% ajm amu cng cxr djd edm exz fbj fxr gxb gxl gxv hds jas jdr jfm jgm jja jmf jxt klj lij lxf mmm mth mya nda npc nws nxa oxm pap paw pxh rcg rdr rws rxh sjg sxj tww vlj wjh wxl Agent Compliance: Florida Vast majority of agents now in compliance
- 23. Dramatic Gains Compliance improved from 35% to 87% in Florida and 59% to 99% in California in two months 17% 27% 37% 47% 57% 67% 77% 87% 97% Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Florida California