Post by account_disabled on Mar 7, 2024 8:34:51 GMT
Networks for some failure of the product or service. An analyst reviews trends using speech or text analysis software and discovers many support tickets about the same issue. For those without voice analytics, a quick search of the ticket system returns multiple support tickets about the issue. While these are all valid means of uncovering trends and issues affecting customers, I can't help but think that some of these detection methods come a little late in the process. Furthermore, they are means by which managers find problems. Agents usually know about problems before managers do. The challenge is to get them to recognize that this is a bigger problem. It is important to note, in the event of an increase in call or ticket volume, that some issues, such as a server outage, can result in a rapid and drastic increase.
But that billing bug that was introduced in last week's release will instead cause a gradual increase in ticket volume as customers become aware of the problem. How can we improve the speed with which we identify issues that affect customers of all shapes and sizes? In the rest of this article, I'll ask six key questions that will assess your contact center's readiness to detect problems. You may be interested: How chatbots help banks improve the experience Are you Buy Bulk SMS Service prepared to spot problems when they occur? Before I begin this assessment, let me give you the answers. In short, the answer to each of these questions should be "yes." By doing these things in your contact center, you'll more quickly detect and fix issues affecting customers, sometimes before they experience them. 1. Do your agents have the capacity and time to thoroughly check an issue? Or are you micromanaging their average handle time (AHT) or after-call work (ACW)? I think it's pretty rare for contact centers to ask their agents to spend more time during and after calls. Of course, some contact centers may put more pressure on their agents than others.
But time metrics are easy targets for managers because they can be linked to cost reduction relatively easily. While it's important to focus on time management, if agents are pressured to spend less time with each customer, they are less likely to put in the effort to identify customer issues and trends that impact the customer. In the interest of detecting problems more quickly, it may be time to encourage agents to spend as much time as they need (within reason) on each customer. 2. Are agents trained to recognize when the system is not doing what it is supposed to do? Reps must be able to connect the dots and realize that if the system is not working correctly for one customer , others may be affected. If they don't understand how the system works in the first place, it's a training problem. The ability to recognize potential customer problems is an important reason to constantly improve documentation and training.