As a contact center leader, it's a great feeling to get a question from an executive that you're able to answer on the spot using data from call recordings. Darryl Nixon shares an example of one of these "hero moments" and talks about how Creovai helps him answer questions about the customer experience and present the answers in visually appealing graphs.
[0:00]
Darryl
I was on a call with our Chief Customer Officer, and we’ve recently made some changes to our billing process that have been in place for 60 days. We were able to use some of the category functionality within Creovai to say, “Hey, is this driving a reduction in detractors-- customers that say they don't want do business anymore? Or is it driving a reduction in external escalations?”
[0:26]
Darryl
At the click of a button, I was able to produce a line graph or a bar graph that showed the percent of volume reduction, or decrease or improvements in happy customers, just based on the language that they're using.
[0:38]
Darryl
Those hero moments that would [previously] take a check sheet and having to deploy a QA to look at 500 interactions and come back to me in two weeks-- [now that information is] there at the click of a button
[0:54]
Darryl
In terms of innovation--marketing campaigns, product enhancements, all the things that we're doing to try to stay on the cutting edge of healthy lifestyles--it's going to impact our support volume and our coaching transcripts. So when they're launched, we're there, we're ready to help our internal customers and stakeholders understand how the [innovation] is impacting sentiment or call volume. And in terms of impacting call volume, you're able to have really informed conversations with your workforce management teams. If there's a new launch or a new marketing campaign that comes along and you're able to say, “Hey, customers are really asking about this. Do we have the support in place this weekend to make sure that we can answer those questions quickly and accurately?”
[1:42]
Darryl
All those things create those hero moments when you're thinking about leveraging the technology, even before you're launching an auto QA platform.
