In this short video, Bill Healy talks about how Connexus Energy is using reporting and dashboards in Creovai's conversation intelligence platform to deliver on-the-spot training to their call center agents.
[0:00]
Bill
One of the things I love about Creovai is that they have textiles within any reports and dashboards you build. I love being able to type notes so that when agents or anyone sees the information, I can add context. If reports show that members are calling back because we're not using advocacy, not saying the right things, or not giving reassurance, [I can include that insight.]
[0:29]
Bill
When I type in the textiles, I can give [our agents] training on the spot. That’s going to help them walk through the conversation at that time, check all their boxes, and be able to feel like they’ve done everything. The member knows that, yes, this is hopefully the only time barring any unforeseen circumstances that I’d have to contact you about this. And it just makes for a better experience.
[0:57]
Bill
We’re also looking at how we can use this information to create more self-serve options for members. A lot of our members prefer not to reach out if they don’t have to. And if we can create easy self-serve options to reduce repeat contacts, they can resolve issues on their own without needing to call. That's going to be huge because it's going to free up our time to focus on helping members with more of the things that we want to go after—some of the harder issues and problems.
