How customer interaction analytics helps manage customer service when managers are working remotely

Photo by The Coherent Team on Unsplash

A few months ago, no one knew how radically our work life was going to change in the coming months.

The governments all over the world have requested companies to close their offices and work from home. This means that customer service agents are also working from home offices.

Communication with customers is now happening only over the phone, emails and through other digital channels such as a self-service platform.

This requires that companies become more digital and test alternative ways of working. It is also very important to ensure a high level of customer service. This requires more attention from the customer service manager and team leaders. Luckily, there are many tools that can help manage customer service teams remotely.     

For example, our conversational analytics tool brings the whole customer service center to the home office. The analytics tool helps managers and team leaders dive deep into customer interactions while agents are working from home since there is no possibility to go to a contact center and supervise the agents serving customers there.    

Here is a list of advantages how conversational analytics can help in the current situation.

Analyse customer conversations and avoid overload in customer service   

Analyse which topics are more prevalent due to the current situation in near real-time – inform customers proactively so that they don’t have to call or send an email to clarify any information. This ensures that the customer service volumes do not become too big and customer service queues are reasonable.

Be ready for new questions 

The current situation may cause new kinds of questions in customer service and agents need support to answer those questions correctly. Analysing customer conversations in near real-time gives managers and team leads visibility to see what kind of questions the situation causes and helps the them make clear guidelines for agents. Agents can serve customers quickly without searching for information and ensure First Call Resolution.

Help your team remotely 

Coach team members remotely by analysing each agents’ conversations separately. This is especially needed if there are new agents who have just started working in customer service and suddenly had to switch to working from home without a supportive team around. In a usual situation, team leads could go to the contact centre, sit next to the agent and quietly listen to the call to see how it is handled. Now when everyone is working remotely, this is no longer possible. Our customer conversation analytics tool allows team leads to focus on each agent’s calls separately and coach each team member from afar.

Plan your resources according to the situation 

Visibility to see inside customer conversations helps plan resources better during these extraordinary times. For example, if you see that calls on a particular technical problem are increasing, you can have more technical people on standby and solve those technical problems quicker. This is one way to ensure a good level of customer satisfaction – by being proactive about new issues.

Get notified of conversations which need attention   

Team leads can get an automated notification of all negative conversations. If there has been a negative call with a customer, this can be automatically assigned to team leaders. From there, they can listen to the call or read the transcript to figure out a way how to prevent the customer from churning or help the agent handle a similar situation in the future.

Use your time wisely   

Be productive when working remotely and save your valuable time by focusing on business-critical conversations – calls with a negative tone, churning customers or conversations with a high sales lead score can be automatically detected.     

We are happy that we have had the opportunity to help our customers during this unusual situation. The conversational analytics tool has been a great help to managers and team leads who were suddenly faced with having to manage their teams remotely.

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