CustomerView’s platform is so flexible it can serve as the foundation for a variety of competitive applications and features. Following are just a few examples.
Use Cases
A measurement of how the customer’s attitude, feelings and or reactions change based on words & phrases used over the life of a call or chat interaction.
Measures legal disclosures or required call components by product and or service for either a new customer sale, an upgrade, a down grade, or a disconnection of service. Compliance Scorecard knows what disclosure needs to be stated based on CRM metadata.
Agent & Caller Verbatim Search
The ability to search massive amounts of transcribed phone audio files from the Agent and or Customers perspective within a few keystrokes to include Text, Chat or Email to compile detailed data analysis.
Analyze chronic callers. The queue volumes and call drivers should reflect the current chronic callers.
Call Driver – LOB
Identify the main call drivers of why customers are calling in by the Line of Business to include secondary and tertiary call motives.
Transfer – Tracking
Feature that allows to isolate groups of UCIDs that have multiple calls. For example if I speak to Repair, Care, Repair, Care and others, one can identify interactions like that from multiple levels.
Live Person – Integration
Live Person is a Chat service that allow agents to chat to customers over the internet. Chats have transcripts and metadata, exactly like calls do.
Off Rate Acceptance – Sales
Offer and Acceptance Rates for Consumer Sales and Acquisition. Create code frame around sales offers. Identify if sales closed on the call where sales offer was pitched. Identify successful behaviors and discovery questions, rebuttals and closes.
Auto – QA
Measure defined areas across every call for Care, ACQ, Early Life, Web Assist, VST and Retention. Utilize code frame to look for behaviors present on call i.e. Email capture. Create Red Flag items that are looked for across all calls for Care, ACQ, Early Life, Web Assist, VST and Retention Cursing, Negative Customer Experience and Supervisor. Refusal Develop alert system to send flagged interactions to Speech Ops team.
First CallResolution
Continually measure, track and act on first call resolution (FCR) analysis outcomes. Examples of first call resolution definitions include the total number of calls resolved correctly on the first attempt divided by the total number of calls over a specific period of time, and the total number of calls resolved correctly on the first attempt divided by the total number of first calls.