BPO’s and Enterprise Client’s Thirst for Meaningful Data to Promote Success in their Business and Brand

By SESTEK

When BPOs and Enterprise clients effectively use Conversational Analytics, a symbiotic relationship can occur, which will uncover working combinations to the ever-changing locks of CX and EX ecosystems.  But choose and plan wisely as it can make or break you.  

In CMP Research Team’s recent 2023-2024 Customer Contact Executive Benchmarking Report*, “Creating a frictionless customer experience and retaining talent” are the top, most urgent priorities for customer contact leaders.  

To attain frictionless customer experiences and retain talent, it’s critical to consistently gather customer data throughout the customer and agent journey. Businesses cannot afford to rely on statistical samplings, bad transcriptions, generic queries, and water-cooler hunches.  It will break you.  Meaningful data will make you.  You must always be solving combinations to locks such as: 

Labor, Hiring, and Recruiting Locks: labor markets, costs, hiring profiles, minimum skill requirements, successful/unsuccessful profiles, etc…

Training and Quality Management Locks: training curriculum, knowledge base intel, compliance, best practices, recurrence training, quality trends, etc…

Performance Management Locks: KPI’s, Product/Service quality impacts, self-service, NPS/CSAT/loyalty insights, agent and supervisor coaching, customer journey, etc…

Product and/or Service Mix Locks: shifts in market, product/service quality, competitors, voice of customer, supply chain, geo/political, etc…

Financial Performance Locks:  operational costs, revenue/sales, retention, shrink, loyalty, pricing, penetration/marketshare, risk management, fraud, trust and safety, etc… 

Enter in the era of true conversational analytics, a combination solver and lock opener that is always on.  When using the word true, we mean accessing 100% of omni-channel / multi-layer / multi-lingual interactions and data; then translating to a single textual and emotional data information stream.  Using conversational analytics technology involves an alchemy of acronyms such as ASR, ML, NLU, AI, etc… When applied properly, the technology can provide instant insights, business intelligence, and guidance.  It will forge combinations to unlock the insights hidden within your unstructured data.

As a brand starts OR continues their Conversational Analytics journey, choose wisely.

When assessing key elements to any Conversational Analytics platform, many parts must be present for a true conversational analytics tool.  Core foundational parts in a fine-tuned engine include: 

Reliable Core Tech Stacks: With middleware, anyone can create an analytics platform.  Grab some SR, ML, AI…stitch it together, add a UI and voila! The approach is more common than you think.  But beware of such a multi-point-of-failure backbone. Take time to look under the hood at core tech stacks. Do a SWOT analysis. Assess risks and long-term viability of the underlying tech.

Avoid GIGO:  Garbage In equals Garbage Out. Inaccurate transcriptions equal inaccurate insights. Don’t settle for low transcription accuracy. Below 90% is unacceptable. Work-around coding and inaccurate words in phrases will break underlying AI and ML, producing inaccurate outputs. Ensure the CA tool used has control of Speech Recognition’s transcription quality and grammar/glossaries. 

CCaaS/BPaaS/Comm Platform Agnostic:  With countless CCaaS, BPaaS, CRM, WFM, HRMS platforms and tools utilized by both BPO and Enterprise, the key in today’s ecosystem is integration and hybridization. One must again look under the hood at architecture, API structure, and perform a SWOT analysis.  How much customization and cost is required to accommodate your topology?

Custom Categorization/Queries:  CA tools have various capabilities to categorize and query data.  Generic/canned categories and queries lay a foundation.  Customizable categories and queries let you dig deep and uncover true root cause.  When customizing categories, consider if you are empowered to build, or must you pay someone to build it for you? Can it be built in real time?  

Custom Automated Quality Management: True AQM allows 100% cross-channel (video, voice, and textual) evaluation, whether stereo or mono. If not, then you’re still sampling.  Form builders should empower a ‘re-think and re-build’ mind-set, leveraging categories and queries built.  A manual and automated (hybrid) capability lets you dig deep and stay calibrated. Dispute features must exist; else you will alienate agents. Triggers and alerts should be easy to build and deploy.

Training Simulation:  CA platforms with reliable transcriptions and insights contain a treasure trove of learning and development material.  Why create fake customer scenarios for training, when you can use the real thing? CA should empower users to leverage real interactions to improve learning and development libraries of training curriculum for initial and on-going skill building.    

Real-Time Guidance: Approach cautiously and leverage CA gathered insights to test real-time/agent-assist use cases.  Ideally, the UI allows users to build flows, test, pilot, and measure, before rolling out.  Gather critical agent feedback. Measure outcomes.  Simple API’s and webhooks should exist. Know what you can build vs. what has to be built for you. 

Platform On-Boarding: What good is a fancy engine if you’re not empowered and trained to use it? Clearly define the training you receive and what your users are empowered to do vs. what you must rely upon your tool partner for.  Know the support you have from your partner, and the on-boarding steps to reach objectives and go-live date.  Don’t assume. Manuals are just manuals.

SESTEK’s Knovvu Conversational Analytics and Automated Quality Management platform, as well as our underlying Speech Recognition, ML, AI, and NLU, is purpose built to solve the combinations of conversational automation.  With 23 years of in-house RandD, patented core technologies, and streamlined architecture, SESTEK has over 450 enterprise clients who rely upon our solutions to solve combinations and open locks within conversational automation and analytics.   

Get busy uncovering working combinations and un-lock hidden business insights.  View Conversational Analytics and AQM tools as a 7x24x365 problem solver for leadership, support staff, frontline agents, and your customers. 

To learn more about Conversational Analytics strategies, tools, and solutions, go to https://www.sestek.com.