Customer Experience Archives - Etech Global Services

The Future of AI in Contact Centers: Balancing Technology and the Human Touch

Discover how AI is transforming customer service — not replacing people, but empowering them to deliver exceptional experiences. About the Episode: In today’s fast-moving CX world, AI is no longer a buzzword—it’s a reality. But the real question isn’t if AI belongs in contact centers. It’s how we can use it to create better human experiences. In this episode of the Etech Leadership Table and CX Podcast, Manu Dwievedi and Matthew Fishbein share expert insights into how AI is reshaping customer interactions. They explore how technologies like automation and predictive analytics can take over repetitive tasks, allowing agents to focus on what they do best — solving problems with empathy and building real relationships. This episode invites you to look beyond the hype and see how AI, when done right, becomes a powerful ally to both agents and leaders. Why You Should Watch: AI + Human Power: Discover how AI doesn’t replace people — it empowers them. Boost Agent Focus: Learn how automation helps reduce burnout and improve service quality. Customer-first Innovation: See how predictive tools personalize service and anticipate needs. Real Stories, Real Impact: Hear how real teams are using AI to work smarter and care deeper. Skills for the Future: Get a peek into the future-ready mindset of tomorrow’s CX teams. Key Takeaways: Why AI is a tool — not a threat — for contact center teams How to combine data-driven speed with emotional intelligence The must-have skills for AI-empowered agents Why trust, empathy, and adaptability are still your CX superpowers Meet the Experts: Manu Dwievedi – Senior Director – Etech Insights Matthew Fishbein – Director of Learning and Development, Cox Automotive Inc. This is a must-watch for anyone leading, managing, or working in a contact center today.

The detour – Attrition to Retention

Your agent is your entire company, your brand to that one customer that they are talking to. As we are increasing the data utilization in the CX space, we really need to up our focus on Agent Experience that is going to deliver defined positive customer experience.

How to transform Customer Service Experience with Speech Analytics?

Improving customer experiences is one of the important areas of focus for leading brands.

5 Useful Ways to Utilize Data to Boost Customer Experience within Your Contact Center

A contact center is more than just a support center; it offers actionable insights into the way that a company chooses to treat its customers.

How to uncover actionable insights from customer interactions

Microsoft estimates that 90% of all Americans consider customer service to be a discerning factor in which companies they choose to engage with.

What are the Best Customer Experience Trends Your Brand Needs to Watch for in 2021?

We have already passed the first quarter of 2021 and if your brand has not yet started preparing for your customers’ changing expectations in the New Year, you are missing the boat!

Why is Effective Quality Monitoring the Secret to Improve Your Brand’s Customer Experience?

Call quality monitoring is the key to understanding customer experience and is also the most crucial element in identifying trends in customer expectations. While this may have always been an underlying goal of most call quality monitoring, accurately measuring customer experience has been quite challenging. If we look back to the past, we will see that the early call monitoring efforts focused on improving call quality through improved team members’ consistency and call handling. But that only helped companies develop call quality criteria which measured compliance with internal processes and policies, not necessarily translating to a better customer experience.

Why are Millennials choosing Live Messaging over Traditional Communication Channels?

Generation Y, also known as Millennials, are unique, in every sense. Being a part of the industrial revolution, this generation has witnessed the transformation from letters to emails, telephones to smartphones, computers to laptops, radios to smart TVs, and so on. As they have grown in a digital and socially networked world, millennials are quite accustomed to technology compared to the older generations. According to Forbes, they are the biggest spenders and cover the most significant consumer demographics in the world.

How to Become a Preferred Brand of Choice for Customers?

Expecting the best customer service is not just the right of customers, but a necessity. With buyer preferences constantly changing and evolving, contact center quality monitoring is not only a goal to be achieved but rather a continuous journey of optimization. As a result, organizations must always fine-tune their quality monitoring parameters to ensure that they stay effective.

What does the Future of Live Chat Have to Unfold?

What defines effortless customer experience in today’s business environment is a comprehensive 24/7 support system by brands to help their customer base. Though in the past, businesses used to depend on phone calls and emails to answer questions that their customers had, today’s organizations are ready with instant answers to customer questions all the time, and the best way companies are providing this is via live chat support. Over time, live chat has become a primary choice for businesses to solve customer problems quickly and efficiently. It has also evolved along the way, adding several attractive features that have remarkably boosted the customer experience delivered by brands worldwide.

What are Some Effective Ways to Empower and Improve Contact Center Performance?

Contact centers continue to evolve as an integral component of the telecommunications, insurance, e-commerce, and banking sectors. To reach your company goals, it is important that team members stay motivated and empowered. Effective coaching of call center agents can translate to a direct increase in sales and help improve the overall customer experience. But what are effective ways to make sure team members are empowered? How can you provide feedback that fuels change?

How did Omnichannel Customer Experience Evolve in 2020?

In the past few years, omnichannel customer experience (CX) has quickly evolved as a core part of CX. Brands that design and deliver an omnichannel customer experience have better opportunities to attain and leverage their CX insights. Those businesses have been recognized for achieving higher customer retention rates compared to companies that do not offer omnichannel options for their customers.

Why is Contact Center Quality Monitoring Crucial for Your Business?

When it comes to contact center quality assurance, there are several reasons you should implement a strategy and stop just checking boxes. The 9 reasons we will discuss below will help your team provide exceptional service for your customers and create a remarkable customer experience. 1. Know What’s Most Important One of the first advantages associated with contact center quality monitoring is that your team will know precisely what is essential. Define the key performance indicators that matter to you and that your customers. By seeing these indicators, they will know where they need to focus even more of their attention to increase customer Experience. 2. Recognize Negative Behavior If your team is engaging in negative behavior with customers it will reflect poorly on your business as a whole. By going through the process of a true quality assurance plan, you will be able to highlight these negative behaviors as soon as they occur, and you will then be able to correct them. 3. Maintain Regulatory Compliance There are several regulatory concerns when it comes to contact centers, data security, customer privacy, and more. By employing methods of quality monitoring, you can recognize potential regulatory concerns before they become serious. This will allow you to correct the problem before it results in a breach of security or fines from the regulatory body. 4. Highlight Positive Behavior Through monitoring, you can learn how team members are interacting with customers in positive behaviors as well. This enables you to highlight those behaviors and provide feedback and encouragement to the entire team. 5. Provide Better Feedback Coaching sessions with team members are essential to be able to retain people. Retaining the team is far more efficient than hiring new people, which means you will have to provide constant feedback to help the teams improve their positive behaviors and resolve the negative ones. Through quality monitoring, you can observe the behaviors that each of your team members are participating in and provide specific feedback on the behaviors that will directly improve the customer experience. 6. Track Employee Improvement Through the process of continuous monitoring, you will be able to evaluate the behavior of a particular team member over time. This means you will be able to consider how they interacted with customers on Day 1, versus their customer interactions on Day 20, Day 50, and Day 100. This will allow you to clearly see where each of your team members is improving and where they still need training. Developing an action plan and using this type of information will provide you the ability to retain your team more easily. 7. Speed Up Training and Promotion By monitoring call center performance, you will be able to pinpoint the positive behaviors that you want to see repeated in all of your team members. Then you can easily showcase these behaviors to the rest of your team, including new hires. As a result, you will be able to speed up the training process by starting new hires off with the skills you want them to possess rather than having a steep learning curve along the way. 8. Improve Your Team Environment When team members feel that they don’t know what you expect from them or what you want, it can cause them to feel overwhelmed. Team members who understand what is expected of them, even if that expectation is out of their reach at that time, are more likely to feel content, happy, and satisfied at work, and deliver their best performance. And if they know what is expected of them, then they know what goals they need to work toward. 9. Improve Customer Experience Finally, you will be able to improve the overall experience of your customers through the process of call monitoring. By ensuring that your customers’ voices are heard and that your team members are responding to calls in a way that fits the needs of the business, you will improve the experience your customers have when they interact with you. This will, in turn, foster a relationship with your customers and encourage them to continue using your services because they know that you will provide them with the help they need when they need it. By maintaining quality and monitoring contact center performance, you can improve how your team interacts with customers. It also makes it possible to ensure you retain customers. But first, you need someone who can help you do it. That’s where Etech Global Services comes in. At Etech, we know the market, including the changing landscape of customer experience. With over 20 years of experience, we can take care of your quality monitoring needs. All you need to do is visit our website to find out more. This blog was earlier published on LinkedIn.

FCR: Define It, Then Measure It

Start with the letters Start with C before F and R. C has changed the most over time. F is usually accepted as First but with some caveats. R, or Resolution, is the simplest and most binary to define and measure. Years ago, life when business was simpler, defining FCR was simpler. It was quickly defined as First Call Resolution. That was it. Did your phone representative resolve the Customer’s issue It was resolved for the Customer during the call without transferring them to someone else or having to follow up later. One call to solve it all. Business gradually became more complex and often required transfers to supervisors for take overs or other departments because agents became specialized within their organization. First Call Resolution sometimes became more difficult to measure as well, after all, the Customer only made one phone call and even though they had to talk to more than one person their issue was still resolved with that one event. Now, with the internet Customers can connect with businesses in many ways be it email, chat, social media, and even still by phone or fax. These channels are sometimes not even in real-time but have moved into the world of asynchronous conversations. FCR has evolved with it with the C often changing to Contact or Conversation depending on the channel being evaluated because sometimes it’s just not mechanically possible to answer something with the first response to a Tweet or Facebook message. We have yet to imagine what the future holds for communication and that will continue to evolve C. C has been defined (Call, Chat, Contact, Conversation) for what works best for you. Next, we define F and R. R is generally accepted as resolution and is a pretty simple binary measurement. For an interaction, if your agent resolved the issue without transferring it, they get the check. If they didn’t, no check. You can add this into your workflow to get confirmation from the Customer during the interaction. R can become more complex if you add a measure of correctness to the resolution during a quality review but doesn’t have to. F, or first, should also be simple to measure. Was this the first time the Customer contacted you about the issue, and was the interaction transferred? In the simplest iteration of F, we only consider the interaction being monitored, we discard future or past calls from the Customer regarding the same issue, and we also don’t consider if the Customer reached out across multiple channels. Define the point of view measured There are two views to consider when measuring FCR; the Customer side and the internal side. A Customer may not be concerned with being transferred several times within a call since to them it’s still one call. It is also generally understood that channels like social media may need more than one interaction in a chain, so C lends itself to Conversation instead of Contact. This doesn’t mean their level of effort doesn’t go up with each transfer or message but that is not what we are directly measuring with FCR even if it the former is impacted by the latter. On the other side, FCR has an impact on your business’s bottom line. FCR means you typically had to pay one agent to resolve an issue with the Customer without having to have a first-level agent do some probing then escalate the issue to a specialist to resolve or a supervisor to deescalate unhappiness. Additionally, a high rate of FCR can reduce the number of contacts your agents have to support because Customers only must call once. FCR can also give you insights to the complexity of your business or your service recovery process. If your agents must transfer to someone else, you can begin to look at training opportunities for agents or create a better self-help interface for your customers. You might even be able to use the insights to iterate your product itself based on the intelligence you gather. All too often businesses don’t or can’t leverage their contact centers in this way, but the best ones find a way to do just that. How do you measure FCR? Now that we have some good definitions for FCR and which side of the conversation is being considered for measurement, how do we do it? With simple definitions FCR is a checkbox measurement: Was this the first call from the Customer, did the agent resolve the issue without transferring? We can add time variables and accuracy of the resolution if we want to get a more robust measure for FCR success. What if the Customer calls back in 24 hours about the same issue? How about 36 hours? 48? What if your agent gave the Customer the wrong resolution but it seemed right in the moment? Let’s start with a simple example, a Customer calls about a balance inquiry for their account. Did your agent give your Customer the correct answer they needed at the time during the first call without transferring? If yes to both, get the check. It doesn’t matter if the Customer calls back to ask the same thing because the interaction is transactional. Simple and clean. Here’s an example of how complex FCR can get if you don’t take the time to get clear definitions. It has been decided that FCR is measured by the agent confirming resolution during the call with the Customer and the time chosen is 24 hours. Your Customer calls in to get a password reset. They called the right department from your phone tree and your agent was able to help them. The agent confirmed that verbally with the Customer. The call checks the box for FCR if the Customer does not call back within the next 24 hours. Except the Customer calls back a few hours later because they locked themselves out again. The password gets reset and resolution confirmed. The second call gets the FCR check, but the first

Go Beyond Net Promoter Score To Measure The Customer Experience Effectively

Forbes defines the Net Promoter Score (NPS) as an index used to determine how willing customers are to recommend a brand, product or service. Most brands rely on software developers, such as Zendesk, to create this poll. The answers create a popular metric used to evaluate the customer experience. Customers rank the probability of their recommendation on a scale of zero to 10. Companies then convert this into an index that ranges from -100 to 100. Not surprisingly, NPS has played a strong role in call center environments over the past two decades. Even so, managers now want more answers about what it measures, what its shortcomings are and more effective alternatives. What the Net Promoter Score Measures The Net Promoter Score specifically helps companies to categorize customers into groups based on how likely they are to recommend the company. Using the scale of one to 10, they identify the following: Detractors at scores zero to six Passives at scores seven to eight Promoters at scores nine and up Some companies further simplify the process by classing customers who give a score of eight and up as their promoters and seven below as their detractors. Whichever route a company takes, it helps to identify how satisfied a particular customer is. When companies convert the scores into the index range, they can see how well they rank against their competitors in satisfying customers Some business owners also use NPS to manage the customer experience and ensure satisfaction. They do this by following up in person and online shortly after interacting with customers. If the score provided is less than desirable, customer service representatives can then take action to rectify the situation. Shortcomings of Relying on the NPS Score A study by customer experience advisory firm Walker found that, by 2020, customer experience will become a bigger differentiating factor than the product or its price. When this happens, customers will have an even greater impact on what drives a business. Companies will then need to focus on improving this experience to earn loyal customers and their referrals. NPS does play a role in gauging and managing the customer experience. However, it barely scratches the surface. Here are some of the shortcomings that business owners identified over the years: It may encourage service staff to push customers to say they would refer the company rather than exhibit behaviors that would naturally make the customer do so without prompting. It fails to consider consumer demographics. Younger customers are more likely to refer a company than older customers. It may provide no explanation for why a customer would or would not recommend the company. Effective Ways To Measure Customer Experience Some managers believe that it is time to retire NPS altogether. Others believe that supplementing it with other effective measures may enhance the data it provides. Whichever metrics you choose, the important thing is to start with a strategy. Managers often collect data for the sake of collecting it. They then rely on the most popular metrics to measure their own company performance. A much better approach is to start with a strategy. Consider the company’s mission, vision and goals. Then, choose the metrics that align most closely with goals, while also evaluating the customer experience. It is also important to focus on that experience. Too often, businesses begin and end their strategies from their own perspective. To create a better experience, businesses have to first understand the current experience. What is it like to use your own product or service? What is it like to speak with team members at the contact center? Do customers enjoy using your website or app? These are essential to understanding how customers experience your brand and what metrics you should monitor to help you improve it. The following are some of the metrics you should consider First-Contact Resolution: As a well-known metric at contact centers, this determines the likelihood of a customer resolving their issue the first time they reach out to a company. Customers who get rerouted to multiple team members or who have to call back after realizing that the issue has persisted are more likely to become frustrated. To calculate this, divide the number of incidents resolved on the first try by the total number of incidents. The higher the FCR, the higher the customer satisfaction. Average Resolution Time: This is another popular measure of the customer experience for call center managers. As the name implies, it determines the average time it takes for team members to resolve issues that customers may call, email or open a chat to rectify. The longer the resolution times, the more frustrated customers become. However, keep in mind that some industries naturally have longer resolution times than others, so it’s important to compare apples to apples when looking up competitors. Customer Churn Rate: According to an eBook published by CX Network, the customer churn rate identifies how many customers unsubscribed from your service or stopped buying your products during a specific period of time. Managers calculate this by dividing total customers lost at the end of that time period by the number of customers the company had at the start. Remember not to include new sales in the calculation Cart Abandonment Rate: If customers feel that you ask for too much information or you don’t provide the payment methods they prefer, they may jump ship. Hidden shipping fees and taxes may also turn some people away. Cart abandonment is a strong indicator that something is unfavorable in the customer experience. Forbes recommends creating new strategies to make both the website and mobile experience more user-friendly. Social Listening: This is an often overlooked metric. As it is qualitative, it requires more interpersonal skills than analytics. It monitors what people say about your brand, product or service on social media. This often includes information customers may not share directly with the brand itself. Companies then have the opportunity to jump in and rectify the situation before it escalates.

4 Golden Contact Center Quality Monitoring Trends of All Time

When we speak to contact centers about what’s happening in their organizations, Quality Monitoring (QM) and Quality Assurance (QA) are the two challenges that they often mention. Although you can find there are several effective strategies of quality monitoring available on the internet, not everything makes sense. Instead, there are some ideal ideas and trends that are based on solid principles and drive great results. Being into the contact center business for more than a decade now, we, at Etech, believe that the below golden trends for contact center quality monitoring have helped us deliver effortless customer experience over the years. Dissection of interactions To break down a interactions into different parts and grade these respectively is a smart tactic rather than reviewing and scoring a interactions as a whole. Here’s the idea – You need to start with the standard welcome or greeting. Examine how a specific agent is delivering how most of the customers respond to it. Also, look for whether this approach has the desired effect. Next, you should assess product knowledge. Are the agents prepared to face the customers irrespective of whether it’s an order, a complaint, or a question? Do the agents put the interactions on hold to acquire the required information? Are they following the script? Are the agents speaking with a tone of courtesy and support? Does the agent have developed skills specific to the type of interaction? Lastly, you should review the closing of the interactions while examining what sort of the last impression the agents made on behalf of his/her company. This strategy might be a basic one, but many contact centers don’t practice dissecting the interactions into sections and, in turn, fail to 100% monitor the actual quality of the interactions. It’s worthwhile to note that a solid send-off reduces repeat contacts and improves first contact resolution. Feedback is a Gift Whether your contact center determines the quality performance based on internal scoring and KPIs, accumulated data, or solely on satisfaction measurements like NPS, CSAT, one impacts the other. In the end, the only thing that matters is the customers opinion and assessment of how they have been treated. Many times there is a disconnect in what managers think is the most crucial factor and what customers truly care about. Have the courage to let customers define quality of your contact center’s quality management program based on a frictionless and positive customer experience. Use of Speech Analytics In the contact center industry, it fields approximately more than 50 million interactions every day. Hence, even if they are all being recorded, is it possible to monitor all of them? Quite Impossible! Isn’t it? Here, the Speech Analytics comes into the picture. This technology helps generate automated alerts triggered by voice data. While being alerted to these interactions in real-time, managers can react in time to impact their outcome. It defines the difference between keeping and losing a customer. Additionally, with speech analytics being integrated into a interactions recording solution, it’s easy for contact centers to link customer feedback with specific customer interactions. Hence, you will not end up working from a random sampling. Instead, you will work with a subset of interactions that have been flagged as crucial because of the keywords or phrases that customers have used. AI powered speech analytics takes all the unstructured, valuable data in your interactions and makes it easy to organize, analyze and act upon. Analytics also helps deliver better marketing intelligence in diverse areas at a lower price than the traditional methods. It further impacts the contact center compliance with data protection regulations. Thus, if there is one trend in contact center quality monitoring that will remain consistently useful for years, it is nothing but the speech analytics. The critical business intelligence that speech analytics generates can amplify both agent performance and customer experience. The Importance of Kaizen Mindset The Kaizen Mindset is a business consulting practice that says prioritizing the quality part of any process in everything a company does and making little changes over time can eventually add up to the significant organizational improvement. It requires every employee to identify what are the areas of concern, identify the reasons behind the issues, develop, communicate and implement countermeasure strategies, and examine the results, to achieve success. When it’s followed right, the Kaizen Mindset can make a real difference irrespective of whether it’s an auto manufacturing plant or the quality management department of a contact center. With this strategy, you can embed quality through small incremental improvements in the interaction monitoring approaches, and it will finally help you achieve fantastic results. We, at Etech Global Services, believe that technology is just an enabler; it is the humans that create a remarkable difference. Our quality management department, i.e., Etech Insights, follows the above strategies and team up Artificial Intelligence with Human Intelligence so that they can listen to the customers, identify and analyze the unstructured data, generate actionable insights, improve the processes, and predict better approaches to make the most out of the customer insights. If you strive to implement the best of contact center quality monitoring, contact us today.

How does Human Resources Impact Customer Experience?

When customer experience is delivered right, brands can increase their revenue remarkably, simultaneously creating happier customers who enjoy using their products and services. All the big brands worldwide continuously strive to make things easier for their customers and provide excellent customer service. Those who are truly able to do that, their customers return to them again and again and even become their brand advocates. So, organizations must know how to get the customer experience right in this on-demand, fast, and digital world where we live today. Also, it’s a common belief that the secret to a great customer experience lies in employee performance and operational excellence. However, the department of Human Resources is often overlooked, but it plays a primary role to take an organization’s customer experience to the next level. How? Read on Impact on Employees’ Attitude The attitude of your people who face customers is vital for your brand to deliver an excellent customer experience. At the strategic level, the culture of your organization tends to be a huge factor in developing a positive attitude among employees. The attitude towards customers is also impacted by the personality and professionalism of the individual. So it’s clear that the Human Resources department should be on board with the customer experience strategy of your organization. It will help if you keep in mind that when hiring, the right competencies of the candidates are adequately screened. Making People Knowledgeable Your customer-facing employees must have expertise in product and industry knowledge. Here, the HR department can play a significant role again as their relevant training programs can bring new employees up to the desired level and also keep the experienced employees updated on recent developments in the industry. An effectively managed CRM strategy that has HR as an integral part, can also be helpful concerning the prospect and customer knowledge. Fostering Employees’ Skills The HR department of organizations can provide state-of-the-art sales and product training. It can help empower the company’s frontline employees to develop the skill of listening, which gives them the ability to put their customers’ needs before their own. Listening is a mission-critical skill that directly impacts the degree to which your organization is customer-focused. A Constant Support for Employees Just like the operating systems like Linux and Windows are not often highlighted since they operate behind the scenes, your employees also need support from other departments that are not always obvious to the customers. For example, the way that the Finance department supports car dealers or how personal trainers support athletes. Here, the organizational culture comes into the picture; a collaborative culture at the corporate level can help deliver effortless customer experience. Similarly, the HR department can empower employees to create an environment so that they can deliver effortless customer experience all of the time. It will truly help the company to emerge as a customer-centric one. Recognition of Customer-Focused Employees Recognizing positive behaviors and achievements of the employees is one of the great ways to boost the internal culture of an organization, driving people to become more customer-oriented. Employee recognition is a powerful motivator that can altogether turn around your organization’s customer experience efforts. Human Resources can play a vital role here to appreciate the employees who strive to improve the company’s customer experience. When they are recognized more, they eventually perform better. It has been observed that people who feel recognized find more purpose in their work. When the HR department engages employees in rewards and recognition events, employees feel directly tied to the organization’s success, remain motivated to perform even better, and never fail to deliver a memorable customer experience. Final Words It’s essential to stay committed. The more an organization’s HR department can drive employee engagement, the stronger the impact it will have on the success of the customer experience strategy. At Etech, we continuously implement the best practices to keep our workforce engaged, and this has tremendously helped us to deliver an effortless customer experience for more than 20 years now!

Human Intelligence + Artificial Intelligence – The ‘Winning Formula’ to Deliver Remarkable Customer Experience

If I were to ask a bunch of people the last time they had a really great experience as a customer, it probably wouldn’t take them long to come up with a story of how the lasting impression of the experience made them happy and satisfied. And the same goes for a poor customer experience, too- customers could probably think of the story and reason within seconds, and how the feeling afterwards was just the opposite. They probably had felt angry, upset, annoyed, frustrated, or any combination of these negative emotions. When we say positive customer experience, it doesn’t only mean making your customers happy, it also leads to additional revenue. It’s imperative that brands understand the best marketing that money can buy is simply a customer who will promote their business – because they will refer their friends and family to the company, free of charge! Customer Experience – The Only Differentiator in Today’s Business World! Today’s consumers want a positive experience, not just a transactional relationship, with the brands and companies they engage with. So, customer experience plays a significant role for brands to develop a productive relationship with them. According to a recent study, 86% of buyers will pay more for a better customer experience, 70% of the buying experience is based on how customers feel they are treated, and 70% of customers will do business again with the company that resolves their complaints. Customer experience is proactive, cross-functional, feelings-oriented, and also defines the customer’s perception of the company. The customer experience, that is, making each of its clients feel special, has become the critical factor for a business to stand out from its competitors. The rise of the customer experience as a critical competitive differentiator has led to the growing importance of design thinking in the last few years. So, if the customer experience your business has created is not great, you should know how you can improve it and where to start. To leverage the power of Human Intelligence (HI) combined with Artificial Intelligence (AI) in contact center quality monitoring is probably the most effective way to do that. It’s apparent that AI is quickly becoming a baseline requirement for even the biggest brands to compete in an increasingly globalized market. According to Forbes, more than 80% of businesses are already planning to use automated technology as a customer experience strategy by the end of 2020. However, many businesses still have concerns regarding the effects that AI will have on customer relations. Although the efficiency and economical cost-cutting benefits of automated technology are well documented now, there still exists a widespread myth that customers will always prefer to resolve their issues with live agents rather than a front-end AI-powered chatbot. However, the truth is that AI, when properly integrated with HI, can vastly improve the effectiveness of contact center quality monitoring. This can ultimately transform the customer experience delivered by brands. HI +AI – The Ultimate Way to Transform Customer Insights There are five crucial steps involved in this process: Listen to the customers Identify their problems Analyze the issues Take the right steps to improve customer experience Predict successful behaviors HI and AI Together Can Take Customer Experience to the Next Level Role of HI to Improve CX Human Creativity and Imagination can better craft the customer experience strategy Intuition and emotion of humans can transform the customer experience Humans can adapt to different customer behaviors and deliver an effortless experience accordingly Human Intelligence offers better foresight about future alternatives and risks Role of AI to Improve CX Provides a larger knowledge base Offers consistent reasoning Drives goal-directed, focused tasks Better evaluation and integration of past observations Artificial Intelligence – The Right Element to Decode True Customer Sentiments Harnessing AI helps contact centers discover people’s opinions, emotions, and feelings about a product or service. AI data-unification tools make daunting tasks such as data cleaning, combining data, etc. very inexpensive and quick. By assessing interaction history, AI tools can predict interaction context and aid in improving customer interaction(s).AI can sift through the data to determine customer trends and several AI- driven tools can help contact centers better manage large customer data sets from disparate sources, and integrate them with existing data to extract valuable insights with speed and precision. Data scientists with the knowledge and power of Artificial Intelligence can identify performance-enhancing behaviors and voice-of-customer insights while analyzing the AI-driven data that’s not easily discernible through traditional quality management processes. Artificial Intelligence (AI) and machine learning technologies can be integrated into call center Quality Monitoring solutions to overcome challenges of handling and analyzing 100% of customer interaction data. At Etech, we have hands-on experience with this. Etech’s A.I engine which is powered by Artificial Intelligence and machine learning platforms, has efficiently overcome the challenges of handling and analyzing large volumes of customer interactions for years. Delivering Effortless Customer Experience is Impossible without Human Wisdom Etech believes technology represents the HOW of change; humans represent the WHY of change. AI will always be crucial to contact centers, but it’s not the only piece that drives memorable customer experience. We have to go beyond technology and data to reach human wisdom. Some of the effective roles that our people play in contact centers that remarkably help brands deliver memorable customer experience are customer sentiment analysis, gathering insights for strategic decisions, customer effort analysis, training need analysis and coaching and developing agents. Only Our People Can Make the Best Out of Artificial Intelligence The best way to make use of analytics gleaned through AI is to keep the human element involved. Data Scientists are crucial links between pinpointing customer needs and developmental weaknesses among team members. The human element is the key to instituting actionable coaching and development plans to spur continued improvements. The key to continued success and growth for any company lies in embracing new advancements in AI technologies while realizing the importance of utilizing human intelligence. So, we can clearly say that

Thinking beyond Artificial Intelligence to improve the Customer Experience

When people think of departmental barriers, they tend to think of bigger organizations. The larger a company is, the more specialized it becomes, thereby deepening departmental differences. However, Forbes notes that organizations of all sizes struggle with departmental silos. This can make it almost impossible to deliver a reliable end-to-end customer experience. Many companies turn to artificial intelligence as a crutch to resolve the issue, but this is one problem that requires a stronger focus on interpersonal skills. Identifying the Source of Turf Wars Companies require harmonious interactions to maintain high productivity levels and provide a consistently good customer experience. However, turf wars are one of the biggest organizational struggles. This may stem from differences of opinion at the top management level, which trickles down to middle management and then regular employees. Note also that turf wars may stem from competition for scarce resources. Examining the Effects of the Silo Mentality The constant turf wars further drive a wedge between workers, making it more difficult for them to collaborate. Some of the problems this can create include the following: Limited sharing of information between departments Reduced efficiency in the business Lower employee morale and trust Lower productivity levels Lower customer satisfaction All of these problems need to be addressed for a company to run smoothly. However, low customer satisfaction may quickly become the highest priority. While artificial intelligence can certainly help to bridge the gap between departments, focusing on building strong relationships and changing the organizational culture may be more effective. Using Human Intellect To Destroy Silo Barriers One of the greatest aspects of human intelligence is the capacity for change. People do not act on instincts alone. They can learn, change and grow. This is the human trait that businesses need to capitalize on to break down silo barriers. Departments can then take more effective steps toward solving this problem, instead of using artificial intelligence as a crutch. Here’s how. Encourage More Transparency Transparency in an organization demystifies what goes on in different departments. Without this, employees can work for a company for years without ever really understanding how different departments fit together to bring one common vision to fruition. When employees are more aware of what each department, manager or team is responsible for, they can better reach out for assistance when they or a client’s customers need it. Make Interdepartmental Integration Seamless Sometimes a customer may call a contact center with a problem that requires an interdepartmental solution. For example, an employee may have upgraded a subscription, but a glitch in the system led to two charges: the original price and the upgraded price. The finance department will need to provide a refund. The tech team will need to address the glitch. The customer service rep may then act as a liaison. Companies may use artificial intelligence to automate updates to the customer as well as the feedback process. Create More Interdepartmental Goals Companies too often create goals backed by incentives that pitch employees, teams, and departments against each other. Instead, managers should work together to create goals that require collaboration across the board. For example, a company may decide to improve efficiency by 10% in 180 days. To achieve this, they may task the engineers with improving the functions of applications that rely on artificial intelligence, such as data analytics and chatbots. Engineers would need to work with customer service reps to find out more about the customer experience and their concerns. Provide Opportunities for Socializing When it comes to solving serious problems like low customer satisfaction and reduced employee productivity, social gatherings are the last thing on a manager’s mind. However, social events can help to reduce some of the tension between departments by compelling people to get to know each other better in a more relaxed setting. Companies can increase the likelihood of this on a daily basis by providing more interdepartmental common areas. The Bottom Line When It Comes to Silos Companies across multiple industries rely on artificial intelligence to help them tie all the different aspects of a business together. AI also helps them to transform the customer experience for the better. However, AI alone cannot save a business from itself. Managers must encourage interdepartmental collaboration to break down internal barriers. Until this happens, a company’s divisiveness will continue to reflect in increased call transfers and overall confusion when handling customer requests. At Etech, we believe combing a mix of human intelligence & Artificial Intelligence is the key to tackle the damaging effects of silos. By focusing more on cooperating across departments, we are better able to serve our clients and their customers. Contact us today for more information. This blog was earlier published on LinkedIn.

Customer Experience

Subscribe To Receive Our Latest Updates

Connect With Us

Copyright © Etech Global Services. All Rights Reserved

Contact Us

Thank you for sharing your details. Your Brochure is ready to Download.

Download E-Book

Download E-Book

Download E-Book

Free Download Presentation

Free Download Presentation

Free Download Presentation

Free Download Presentation

Free Download Presentation

Free Download Presentation

Free Download Presentation

Free Download Presentation

Free Download Presentation

Download Presentation

Free Download Presentation

Free Download Presentation

Download Brochure

Download Brochure

Download Brochure

Download Brochure

Download Brochure

Download Brochure

Download Case Study

Download Case Study

Download Case Study

Download Case Study

Download Case Study

Free Download Presentation

Download Brochure

Thank you for sharing your details. Click below link to watch.

Thank you for sharing your details. Your Ebook is ready for Download.

Thank you for sharing your details. Your Ebook is ready for Download.

Thank you for sharing your details. Your Ebook is ready for Download.

Thank you for sharing your details. Your Presentation is ready for Download.

Thank you for sharing your details. Your Presentation is ready for Download.

Thank you for sharing your details. Your Presentation is ready for Download.

Thank you for sharing your details. Your Presentation is ready for Download.

Thank you for sharing your details. Your Presentation is ready for Download.

Thank you for sharing your details. Your Presentation is ready for Download.

Thank you for sharing your details. Your Presentation is ready for Download.

Thank you for sharing your details. Your Presentation is ready for Download.

Thank you for sharing your details. Your Presentation is ready for Download.

Thank you for sharing your details. Your Presentation is ready to Download.

Thank you for sharing your details. Your Presentation is ready for Download.

Thank you for sharing your details. Your Presentation is ready for Download.

Thank you for sharing your details. Your Brochure is ready for Download.

Thank you for sharing your details. Your Brochure is ready for Download.

Thank you for sharing your details. Your Brochure is ready for Download.

Thank you for sharing your details. Your Brochure is ready for Download.

Thank you for sharing your details. Your Brochure is ready for Downloads.

Thank you for sharing your details. Your brochure is ready for Download.

Thank you for sharing your details. Your Case study is ready for Download.

Thank you for sharing your details. Your Case study is ready for Download.

Thank you for sharing your details. Your Case study is ready for Download.

Thank you for sharing your details. Your Case study is ready to Download.

Thank you for sharing your details. Your Case study is ready to Download.