Artificial Intelligence and Predictive Analytics for ...€¦ · Total Quality Management & Market Intelligence Solutions Etech Technology Solutions Software/Application Development

Etech Global Services – Booth #510

Artificial Intelligence and Predictive Analytics for Personalized Customer Experience

Kaylene Eckels, Chief Operating Officer, Etech Global Services

Jim Iyoob, Chief Customer Officer, Etech Global Services

Harvey Livingston, Regional Vice President, AT&T (OBTM)

1Etech Global Services

Agenda / Key Takeaways1. Culture is key2. Quality drives Customer Experience3. AI to supplement not replace 4. Its all about the people5. Culture + People + AI = Results 6. Fun & Free Prizes


www.etechgs.com | Confidential

Kaylene EckelsChief Operating Officer

[email protected]

936.371.2375

@kkeckels

linkedin.com/in/keckels

3


BUSINESS SOLUTIONS

Traditional Contact Center OperationsInbound/Outbound, Click 2 Chat, Lead Gen,

Customer Service,Tech Support, Bilingual

Etech Monitoring SolutionsTotal Quality Management & Market

Intelligence Solutions

Etech Technology SolutionsSoftware/Application Development

Customer Reporting (Internal/External)

Quality Assurance Software(www.QEvalPro.com)

Chat & Email Software(www.enterice.com)

Enterprise Applications for Business Process Management

(www.EffectiveReports.com)

4


ETECH'S JOURNEY

www.etechgs.com | Confidential 5


Commitment to Culture


Culture

Number Driven Philosophy

Management Approach

Company First Focus

Assign Accountability

Performance Management


Business As Usual?


People Driven Philosophy

Servant Leadership Approach

People First Focus

Performance Development

Assume Accountability

Number Driven Philosophy

Management Approach

Company First Focus

Assign Accountability

Performance Management

Culture


BAU with a Quality Culture

10

Talent Acquisition

TrainingHandle

Call/Chat

Score, QA Review & Feedback

Coach with Plan of Action


Enroll & Develop the Leadership

11

Zoned Reinforcements

Continued Education

Coaching Tactics

New Leader Assimilation

Aspiring Leaders



Jim IyoobChief Customer Officer

[email protected]

936.371.2640

about.me/jiyoob

@jiyoob

facebook.com/jim.iyoob

linkedin.com/in/jimiyoob

13


The Evolution of Contact Centers

2000sMulti-Channel Centers

1990sVoice Centric Centers

2010sSM/AI Centers

An Ever- Changing Industry

14



Based on your perception of the interaction

Quality is an Outcome

16


Quality is more than just Appearance

17


Customer Experience is the Foundation

18


Is “Being Sorry” Enough?

19


86% of buyers willpay more for better

Customer experience

• Home Coffee $0.51

• Starbucks $2.99+

• Ritz Hotel $10.00

20

Source: Genesys


Why should you aim for “Effortless CX”

WHAT YOU'RE DOING?

RepeatContacts

Channelswitching

Transfer orrepeating info

OVERALL DISLOYALTY

96%

LOW-EFFORTEXPERIENCE

HIGH-EFFORTEXPERIENCE

9%

21

Roboticservice

Hard policiesor procedures

Hasslefactors

WHAT YOUR CUSTOMERS ARE FEELING?

LET’S SEE HOW YOU'RE DRIVING EFFORT


Activity Time!

22

Sou

rce:

Cu

sto

mer

Ser

vice

Ben

chm

ark

Rep

ort

Su

per

Off

ice

AS The customer service quality of 500+ companies (small and big

based on total employees) across the world was analyzed by sending an email with below two questions:

1. Do you have a phone number, I can call you on?2. Where can I find pricing information on your website?

This report was created to identify how companies handle customer support. Before the study, it was assumed that:

1. Customer service is a priority for most, if not all, companies2. Smaller companies would manage customer service better than bigger ones3. All companies would respond quickly to customer service requests

0-100 236

100-1000210

1000+Employees

103


Guess what happened?

90% What % of companies did not acknowledge that an email had been received?

What % of companies do you believe followed up later after answering the questions? 1%

What % of companies did not respond to the customer service request at all? 41%

What % of companies answered BOTH the questions in the first reply? 11%

What was the average response time to handle a customer service request received via email? (in hours) 15.3

23


CX Quality Program

Improve business results

Develop

service

delivery and

training

checkpoints

Address gaps in training and

execution

Initiate process improvement

to reduce gaps

Monitor and control the process to replicatepositive behavior

Eliminate compliance

risks

Comply with legal and regulatory requirementsAssess & Improve agent performance

Quality Starts with a Strong Foundation

24

www.etechgs.com | Confidentialwww.etechgs.com | Confidential

Listen Learn Engage Predict

4 Steps to build your CX Quality Program

25


Why survey when you have entire

conversations?

CALLS

SURVEYS

• Avg. 250,000 calls per day

• 4 minutes active customer speech

• 650 words per call

• 162 million words from calls

• 3%-4% survey response

• 9,000 responses per day

• 208 words per survey

• 187,000 words from survey

LISTEN

162.5M(866x)

187.5KSurveys

0

50000

100000

150000

200000

250000

300000

0 100 200 300 400 500 600 700C

ON

VER

SATI

ON

S

AVERAGE WORDS

26


LEARN

Learn about both sides of Interaction

CUSTOMERS:

- Why are they calling you?

- What are they feeling? Why?

- If, when and why customers churn?

- Opportunity areas in product/services

- What key events can drive sales or service?

AGENTS:

- How are they handling customer interactions?

- Identify training gaps and performance improvement opportunities

- Are they using right product, promotion and tools/resources?

- What are the compliance and critical issues?

27


Train Agents, Engage CustomersENGAGE

Customer: I don't have a computer so I don't need InternetAgent: Do you have an Internet device like an iPhone?Customer: yeahAgent: Well, there's your need for the Internet right thereCustomer: well until I have the computerAgent: no you don't need a computer for the Internet you know all youneed is an Internet device and you have an IphoneCustomer: okay

https://etech.tethr.io/calls/bbtebj2mc

Customer: I don't have computers and any of the technologyAgent: okayCustomer: I don't have any of thatAgent: okay

https://etech.tethr.io/calls/bbtebj6f3

28

https://etech.tethr.io/calls/bbtebj2mc

https://etech.tethr.io/calls/bbtebj6f3


Predict Customer Trends/BehaviorPREDICT

But I do not watch that channel

You can call and cancel Industry: Telco

Finding 1: When the customer share that they do not watch the promotional channel, AND agent says that they can call and cancel after the promo period of three monthsFinding 2: 85% of customers would churn within 3 months

Industry: TelcoReduce Churn: We were able to determine Churn Signals BEFORE the customers left our clientInstall Cost: We were able to reduce the returned installation by ensuring we are setting expectations on time taken for install, and requirement of someone who is 18 years old at the address.

29


4 Steps to build your CX Quality Program

ListenListen to customer

interactions and what

both agents and

customers are saying

LearnGather intelligence

to learn agent

behavior and

customer

preference to

innovate and

customize services

EngageInitiate the right

conversations by

engaging the

customers and

utilizing other CRM

systems

PredictLearn patterns from

data and predict

outcomes. Make

decisions based on

past trends and

behaviors

30


Harvey LivingstonRegional Vice President, AT&T (Alternate Channels)

[email protected]

916.972.2953

@HarvLivingston

www.linkedin.com/in/harvey-livingston-926ab519/

31


Sr. # ParametersRatings

(Yes/No/NA)Obtained

ScorePossible Score

1Did the agent use appropriate greeting (in 15 seconds) and use willingness to assist statement?

2 Did the agent greet the customer in an upbeat and positive tone?

3Did the agent provide assurance of help and show willingness to assist throughout the call?

4 Did the agent demonstrate empathy and effectively shared limitations if required?

5 Did the agent take ownership of the call?6 Did the agent set the expectation by setting up stage properly?7 Did the agent authenticate the customer?8 Was the agent able to resolve the issue?

9Did the agent demonstrate effective use of knowledge, tools and training to provide solution?

10Did the agent sound enthusiastic, confident and had a conversational tone throughout the call?

11 Did the agent establish and maintain rapport with the visitor throughout the call?

12 Did the agent actively listen throughout the call?13 Did the agent address all questions/concerns?

14Hold Procedure: Did the agent follow the correct procedures for placing a customer on hold? (IF customer is on hold for >3 mins without any follow up, then AutoFail)

15 Did the agent thank the customer and offer further assistance?16 Did the agent dispose the call accurately?

Total Score and Maximum Possible Score

Scored (%)

Call Activity – Basic Form


Sr. # ParametersRatings

(Yes/No/NA)Obtained

ScorePossible Score

1Did the agent use appropriate greeting (in 15 seconds) and use willingness to assist statement?

Yes 2 2

2 Did the agent greet the customer in an upbeat and positive tone? Yes 2 2

3Did the agent provide assurance of help and show willingness to assist throughout the call?

Yes 2 2

4 Did the agent demonstrate empathy and effectively shared limitations if required? Yes 2 2

5 Did the agent take ownership of the call? No 0 26 Did the agent set the expectation by setting up stage properly? No 0 2

7 Did the agent authenticate the customer? N/A - -

8 Was the agent able to resolve the issue? No 0 2

9Did the agent demonstrate effective use of knowledge, tools and training to provide solution?

Yes 2 2

10Did the agent sound enthusiastic, confident and had a conversational tone throughout the call?

No 0 2

11 Did the agent establish and maintain rapport with the visitor throughout the call? No 0 2

12 Did the agent actively listen throughout the call? Yes 2 2

13 Did the agent address all questions/concerns? Yes 2 2


N/A - -

15 Did the agent thank the customer and offer further assistance? N/A - -

16 Did the agent dispose the call accurately? Yes 2 2

Total Score and Maximum Possible Score 16 26

Scored (%) 61.54%

Activity – Basic Form


Sr. # ParametersRatings (Yes/Somewhat/

No/NA)Obtained Score Possible Score

Introduction and Opening

1 Did the agent use the appropriate greeting (in 15 seconds) and use willingness to assist statement? Yes 2 2

2 Did the agent greet the customer in an upbeat and positive tone? Yes 2 2

3 Did the agent provide assurance of help and show willingness to assist throughout the call? Somewhat 1 2

Customer service skills

4 Did the agent demonstrate empathy and effectively shared limitations if required? Yes 2 2

5 Did the agent take ownership of the call? No 0 2

Qualification & Solutions

6 Did the agent set the expectation by setting up stage properly? Yes 2 2

7 Did the agent authenticate the customer? N/A - -

8 Was the agent able to resolve the issue? No 0 2

9 Did the agent demonstrate effective use of knowledge, tools and training to provide solution? Yes 2 2

Customer Experience

10 Did the agent sound enthusiastic, confident and had a conversational tone throughout the call? Somewhat 1 2

11 Did the agent establish and maintain rapport with the visitor throughout the call? Somewhat 1 2

12 Did the agent actively listen throughout the call? Yes 2 2

13 Did the agent address all questions/concerns? Yes 2 2


N/A - -

Closing

15 Did the agent thank the customer and offer further assistance? Yes 2 2

16 Did the agent dispose the call accurately? Yes 2 2

Total Score and Maximum Possible Score 21 28

Scored (%) 75.00%

Holistic Form with Advanced Ratings


CX & Business InsightCustomer Effort Rating

A Resolution Rate: Was the issue / concern resolved in this contact? No

B First Contact Resolution: There was no prior contact or a future contact is not expected in this issue?

No

C Customer Effort: Did the agent educate the visitor of the ‘Self Help’ option (if available)?

N/A

D Was this a ‘WOW’ Transaction? No

Agent Attributes – To identify critical agent behaviors – Autofail Rating

E Agent maintained professionalism throughout the interaction? YesF Addressed all questions/concerns correctly? No

G Customer Type:

New Customer 1. New Customer 2. Existing Customer

H

Reason for contact:

Unresolved Issue1). Password reset - Resolved, 2).Login Issue - Resolved, 3). Technical Issue Resolved, 4). Unresolved Issue 5). Information Inquiry 6). Customer Service

Customer Sentiments Rating(Exclude NA from Total)

ICustomer Sentiment rating:

Negative1) Positive, 2) Neutral, 3) Negative

J

Customer Sentiment driver:

Technical issues

Positive : Proactive Approach to Help, Direct Answering, Confirm Resolution, Engagement Skills, Rapport Building, Respond within Timely Manner

Negative : Agent’s behavior, Feedback/complaints regarding the services, Didn’t respond within Timely Manner, Didn’t Give Direct Answers, Inaccurate or Incomplete Information, Technical issues

K Voice Of Customer for Sentiment

I would like for the recorded line to hear that I have gone through the correct channels since 6:30 this evening, that was 3 hours ago and if you are an existing Customer and you're trying to get technical support, you do not get an answer.


Contact Center Quality AssuranceRequires Transformation

Scores & Checkboxes

Customer Sentiments

Insights & Recommendations

Business Goals

36


Here is how Traditional QA Sampling Works

Average Calls

Bad Calls Good Calls

High Customer EffortLow CSATHolds, TransfersSilence / Dead AirRepeat CallsBad Customer Experience

Low Customer EffortHigh CSATRetentions, UpsellsPositive BehaviorFuture Leaders

Higher ProfitsBetter ProductivityHappy Customers

Lower Revenue,High Churns

Increased Costs

37


Businesses are forced to use rudimentary tools

QA

NPS

Social

Limited insight into phone conversations

420BSpoken words

2.7BTweets

1%Visibility

What if a tool could materially impact financials?

-20%

+15%

-10%Call volume reduction

Sales Conversion

Churn Reduction

How we get Voice of Customer Today

38


Insights

Actionable Insights with

Recommendations

Audio

Simple & Secure Audio Integration

Captured from Landline, Skype,

Mobile

Transcribe

Highly Accurate Speaker Separated

Transcription

Analyze

Redactor +

Analytics&

Customer Effort Drivers

Tuning

Configure&

Teach(AI & Machine

Learning)

Infer

Interpretation of Data by Analysts

So what is AI / Speech Analytics?

39


How do you use AI in Contact Centers?

Customer

Agent

Speech Analytics Engine

Business Rules

Insights for BetterDecision Making

SupervisorAlert

Improve Training and Coaching Guidelines

Improve Business Results & CX

40

Metadata


What happens with AI doing the same thing!

Average Calls

Bad Calls Good Calls

High Customer EffortLow CSATHolds, TransfersSilence / Dead AirRepeat CallsBad Customer Experience

Low Customer EffortHigh CSATRetentions, UpsellsPositive BehaviorFuture Leaders

Higher ProfitsBetter ProductivityHappy Customers

Lower Revenue,High Churns

Increased Costs

41


Empower AgentsTargeted Coaching

Identify New Challenges

Address Compliance

Replicate Success

42

Revolutionize Agent Performance

The Sweet Spot (CONVERSION!)

Feel Good Factors (Important!)

Biggest Training Opportunity


Improving Objection HandlingNow you can prioritize coaching by Objection Type or Agent

Design objection

handling treatments

Would you…

Can you…

Have you…

Provide coaching at

team and/or agent

level

Discount Mention

Advocacy

Identify hardest customer

objections

Bad Time / Call Me Back

Shopping Around

Think About It

Talk To X

Not Interested

Price

Prioritize efforts

50.2%

49.8%

Closed Sale

43


Initial Review of Closed SalesIdentify Top Closers

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

44


…but some agents successfully close more often despite objections

Improving Objection Handling

20%23%25%28%29%31%32%38%41%47%47%50%50%50%57%63%69%69%72%73%80%81%

80%77%75%72%71%69%68%63%59%53%53%50%50%50%43%37%31%31%28%27%20%19%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

JOHN Q.JAMES F.

ROBERT R.ERIN P.

CONNOR D.ANDY M.

ZACHARY W.JOSHUA T.DEREK A.

MATTHEW C.ELIZABETH V.

RYAN O.BENJAMIN L.

JONATHAN M.RICHARD M.

DAVID P.PATRICK R.

MICHAEL W.CEDRIC K.

KEVA W.MIKE G.

BENJAMIN O.

Closed Sale No Close

45


Improving Objection HandlingSome objections are harder to overcome than others…

53%

46%

73%

47%

59%

67%

Call MeBack

ShoppingAround

Talk To X

Price

ThinkAbout It

NotInterested

% of time that a call closed following stated objection

46


Agent ability to overcome objectionsAnalyze performance on specific objections

22%

25%

33%

100%

33%

50%

91%

75%

100%

66%

100%

0%

Call MeBack

ShoppingAround

Talk To X

Price

ThinkAbout It

NotInterested

Benjamin O. Zachary W.

47


Steps to build your CX Quality Program with AI

ListenListen to 100% of

customer interaction

and what both agents

and customers are

saying

LearnGather intelligence

to learn agent

behavior and

customer

preference to

innovate and

customize services

EngageInitiate the right

conversations by

engaging the

customers and

utilizing other CRM

systems

PredictLearn patterns from

data and predict

outcomes. Make

decisions based on

past trends and

behaviors


Customer

Retention

Customer

Sentiment

$2.9MILLION

Discovered in savings

✔

Channel

Switching

Robotic

Service

Hassle

factors

Repeat

Contacts

✔✔✔

Retail ClientProjected Savings Through AI

Churn Rate Reduction,

$2.1M

Shipping & Refund Cost

Savings, $60K

Reduce Repeat Calling, $245K


Skill B, 9807, 65%

Skill A, 5206, 35%

50

Speech Analytics

• 15,013 calls • 2 Skills covered• 385 agents included• Over 60 categories created• All searchable data

Processed Calls

Scope of Study

Calls Analyzed: 15,013


Call DriversDistribution

Cancellation686446%

Refund10087%

Skip the Month8115%

Exchange & Return311521%

Order Related201513%

Shipment Issues11988%

Call Volume: 15013


2363

588 494246 200 197

85 67 55

0

500

1000

1500

2000

2500

Terms &Conditions

Alreadycancelled

still charged

Skip themonth

ReturnProcess

Style &Selection

ShipmentIssue

ProductQuality

MemberExperience

Moving outof country

52

Cancellation CallsOverview & Drivers

Total Cancellation Calls: 6864Accounts Saved: 4307 (63%)

Saved4307…

Completely Cancelled

79711%

Guest Checkout

176026%

Major Reasons for cancellation

Voice of Member

“I don't wanna be the you know every month I cannot be skipping it”https://demo.etech.tethr.io/calls/bbtdblnp3

“I had a membership that I canceled a few months ago last month you guys charged me again”https://demo.etech.tethr.io/calls/bbtdblkz3

“I want to cancel my membership honestly there's not much product that I actually what I I'm seeing”https://demo.etech.tethr.io/calls/bbtdbljtt

https://demo.etech.tethr.io/calls/bbtdblnp3

https://demo.etech.tethr.io/calls/bbtdblkz3

https://demo.etech.tethr.io/calls/bbtdbljtt


Cancellation CallsRetaining Members w/Behavior Mapping

Total Cancellation Calls: 6864Save Pitched: 5902 (86%)

4587

3249

943

0

1000

2000

3000

4000

5000

VIP Benefits Incentives Refund Credits

Save Pitched590286%

Save Not Pitched

96214%

Save Pitched Save Not Pitched

Top Performers who pitched Save attempt when members called for cancellation

Top Offenders who did not pitch Save attempt when members called for cancellation

Save Options Pitched


Product ReturnsReasons & Drill Down

2036 callsidentified

Incorrect Merchandise

21611%

Wrong Size/Fit Issue137169%

Damaged Items24012%

Product Quality885% Style/Color

673%

Voice of Member

“I have an order that I would like to return I really didn't like the color once it came not quite what I was expecting” https://demo.etech.tethr.io/calls/bbtdblmo3

Incorrect Merchandise

Voice of Member“oh I'm gonna put a note on the inside because the boxes eleven the paperwork says eleven but the shoes actually are there ten on the inside of them” - https://demo.etech.tethr.io/calls/bbtdbk6x3


Return ReasonFit Issue Drill Down w/Agent Behavior

Too Big36423%

Too Small48630%

General74947%

Voice of Member

“it's too small it doesn't fit and they are not true to size there like a half size”https://demo.etech.tethr.io/calls/bbtdblmfc

Top Offenders who did not probe the exact fit issue faced by the member when they called to return product/item i.e. whether the it is big or small (lose or tight)


Return Reasons

Damaged Items

Item with Hole66

27%

General78

33%

Item Broken/Torn

9640%

Voice of Member

“I love the boots but one of the boots has a broken zipper”https://demo.etech.tethr.io/calls/bbtcbjmp3

Voice of Member“when I got it was very poor quality of shoes because they Stink and they still Stink they smell like they have gas port all over them”https://demo.etech.tethr.io/calls/bbtdblmfc

Quality Issues


Handle TimeReasons & Analysis

10071712

2669

6369

191

303

446

49516%

15%14%

7%

0%

2%

4%

6%

8%

10%

12%

14%

16%

18%

0

1000

2000

3000

4000

5000

6000

7000

8000

Shipment Order Related Return & Exchange Cancellation

Normal AHT Calls High AHT Calls % of High AHT Calls

Normal AHT Calls

1357890%

High AHT Calls143510%

High AHT Calls:Call Reason Drill Down

Shipment, Order Related, and Return/Exchange calls have higher % of High AHT calls

0 200 400 600 800 1000 1200 1400

7-10 min

10-13 min

13-16 min

>16 min

1269

79

32

55 High AHT Calls:Bucketing

10% (1435 out of 15013 calls were

greater than 7 minutes duration

Total Calls: 15013


Handling TimeReasons & Analysis

Sample Study:

60 Calls

Out of Control

3762%

Within Control

2338%

Within Control Reason Drill Down

38% calls,

there were agent opportunities to reduce AHT

Lack of Ownership and Procedural Knowledge

are the biggest agent opportunities to reduce

AHT

Lack of Communication

626%

Lack of Effective Probing

14%

Lack of Ownership

939%

Lack of Procedural Knowledge

731%


✓ Agents should try resolving the concern before transferring calls to supervisor

✓ Agents need training on how to handle irate customer✓ Agents need to be active listener and not ask customers to repeat

information

✓ Agents need to be thorough on how to apply promotion and checking the prices of products correctly on website

✓ Agents need to be aware of the correct queue to transfer calls

✓ Agents should not repeat information✓ Agents need to avoid using long responses

Lack of Ownership

Lack of Procedural Knowledge

Lack of Communication

Recommendations

https://demo.etech.tethr.io/calls/bbtdbk9rchttps://demo.etech.tethr.io/calls/bbtcbkem3https://demo.etech.tethr.io/calls/bbtdbkzzl

https://demo.etech.tethr.io/calls/bbtdbk8tchttps://demo.etech.tethr.io/calls/bbtcbj5q3https://demo.etech.tethr.io/calls/bbtcbjm5c

https://demo.etech.tethr.io/calls/bbtdbk183https://demo.etech.tethr.io/calls/bbtcbjmwthttps://demo.etech.tethr.io/calls/bbtcbh8wl

https://demo.etech.tethr.io/calls/bbtdbk9rc

https://demo.etech.tethr.io/calls/bbtcbkem3

https://demo.etech.tethr.io/calls/bbtdbkzzl

https://demo.etech.tethr.io/calls/bbtdbk8tc

https://demo.etech.tethr.io/calls/bbtcbj5q3

https://demo.etech.tethr.io/calls/bbtcbjm5c

https://demo.etech.tethr.io/calls/bbtdbk183

https://demo.etech.tethr.io/calls/bbtcbjmwt

https://demo.etech.tethr.io/calls/bbtcbh8wl


CustomerSentiment Analysis

• “I haven't been using your service that's the problem and you guys are still charging me so you charge December charge me in July you charged me in September you charged me in October”

Charges

• “I just didn't like the attitude of your customer service representative she was very inpatient”Customer Service

• “I paid for rush shipment but it's still hasn't been sent so don’t want”Shipment

• “because of the poor quality of the boot it was the second time that you guys had sent them to me”

Product Quality

• “ I need that refunded back into my account I don't wanna credit I wanna back in my account”Refund

• “I was trying to skip the month and I know this is January the fifth but I wasn't able to do it you know I thought it was Monday I wasn't able to do it yesterday”

Skip the Month Process



• “you really are a great company and if I had extra money every month I would love it so thank you very much for your voice have excellent customer service”

Company

• I love the product I'm sorry I'm too busy hey thank you very much and I will refer you to other people”

Brand

• that's really nice and I really appreciate that you guys are customer service is awesome”Customer Service

• “I mean I looked at it online but I just love you impressed with the quality”Product Quality

• “ she's loves the product and she's gonna keep buying it”Product Quality

• “I love your guys' product there so quality it's shoes purses clothes the quality that you guys provide is great”

Product Quality



Positive SentimentNegative Sentiment

Positive Sentiment

33340%

Negative Sentiment

50360%

Key Negative Drivers211

189

117

88

6751

38

0

50

100

150

200

250

MembershipCharges

Refund Returns ProductQuality

CustomerService

Shipment Canceled stillcharged

www.etechgs.com | Confidentialwww.etechgs.com | Confidential 63

Repeat ContactCall Analysis

Total Repeat Calls: 1127

588

180 172

10681

0

100

200

300

400

500

600

700

Cancelled stillcharged

Returns Refund notprocessed

Cancellation Calls Shipment Related

Reasons for Repeat Contact

“I called about a month ago to cancel my account and the lady never canceled it”https://demo.etech.tethr.io/calls/bbtcbkp4c

“I called almost a month ago and they were supposed to refund my credit that I had and also turn off my account I don't know if they did but I never got the refund back”https://demo.etech.tethr.io/calls/bbtdbk243

Voice of Member

https://demo.etech.tethr.io/calls/bbtcbkp4c



Refund ProcessTaking Long

Voice of Member“called almost a month ago now and they were supposedto refund my credit”https://demo.etech.tethr.io/calls/bbtdbk243

Unhappy17221%

Neutral66479%



ReputationManagement

1. Social Media (58 calls) – members mentioning about social media

2. Better Business Bureau (14 calls) – members brought these key word during the conversation

3. Attorney General (3 calls) – members talking about legal recourse or Attorney General

Voice of Member

“I will never shop with you guys again ever and we'll we'll make it very clear on social media and my website how what a terrible company you guys are”https://demo.etech.tethr.io/calls/bbtcbkrxl

“we're gonna make a report to the Better Business Bureau because I'm gonna guess that you all did this to a lot of people ”https://demo.etech.tethr.io/calls/bbtcbj8j3

58

14

3

0

10

20

30

40

50

60

70

Social Media Better Business Bureau Attorney General

https://demo.etech.tethr.io/calls/bbtcbkrxl

https://demo.etech.tethr.io/calls/bbtcbj8j3


“you're not listening to what I'm saying and you're not giving me answers”https://demo.etech.tethr.io/calls/bbtcbh8zt

“hey don't be rude I'm just very upset right now”https://demo.etech.tethr.io/calls/bbtcbjtn3

“you're being exceptionally rude”https://demo.etech.tethr.io/calls/bbtcbh4o3

“just didn't like the attitude of your customerservice ”https://demo.etech.tethr.io/calls/bbtcbklpl

Voice of Member

Agent BehaviorsUnprofessionalism

https://demo.etech.tethr.io/calls/bbtcbh8zt

https://demo.etech.tethr.io/calls/bbtcbh4o3

https://demo.etech.tethr.io/calls/bbtcbklpl


Overall ResultsTrending Comparison

Cancellation


Sample Reports(QEval Parameter Scoring)


So What? Why should we care/change?

6969


STORY OF KODAKHOW THEY COULD HAVE SAVED THE BUSINESS

What do you do when your entire market is disrupted?

▪ Market leader for nearly 100 years

▪ 1976- 90% market share

▪ “Kodak Moment”

▪ 1975 Steve Sasson Developed a Digital Camera

▪ Underestimated the significance of switching to digital

▪ Filed for bankruptcy in 2012

What Happens When You Underestimate the Importance of Transitioning Technology?

70


Fujifilm and Polaroid instant camera comeback

71


Where Are They Now?

72


Where Are They Now?

73


AI – Hype VS Reality

74

The Hype

The Reality


In a world driven by tech…Your people matter more than ever.

Job looks the same but your customer expectations have changed.

Machine learning is lost without People

75



Reduced Operational Costs

Increased coaching efficiency leading to better customer experiences

Improve agent performance and reduce handle times

Increase retention by reducing churn rates

Identify opportunities across the board vs sample of the population

Ability to increase Sales, FCR rates, CSAT and Self Serve insights

Benefits of AI Speech Analytics

77


We recommend CX Quality, YOU Decide Tools

78

Record your Calls Capture Metadata Define Quality Objectives Measure Quality Continually Improve Improve CX

QUALITY IMPLEMENTATION STEPS

Paper Form Excel

Speech Analytics

TOOLS

Volume & Budget Quality Commitment

DECIDING FACTORS


Volume VS Cost (Etech AI - Telco)

79

3181

6222

1215

4511

10361

24538

13487

21754

100%

51%

262%

71%

31%

13%24%

15%0%

50%

100%

150%

200%

250%

300%

0

5000

10000

15000

20000

25000

30000

Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17

Cost VS Volume

# of Evals Cost (%)

24

20

1413

11

6 6 6

0

5

10

15

20

25

30

May-16 Jun-16 Aug-16 Oct-16 Nov-16 Jan-17 Mar-17

QA Headcount

Key Takeaways1. Culture is key2. Quality drives Customer Experience3. AI to supplement not replace 4. Its all about the people5. Culture + People + AI = Results 6. Fun & Free Prizes



Bo

ok

Sign

ing

Even

t Learn how Artificial intelligence is revolutionizing the contact center industry, it’s impacts, the brighter side of AI and the role of people.

Share feedback at: [email protected]

Visit us at Booth #512 – Win Cool Prizes!! Check out our DEMO DRIVE Wed - 9:55 -10:50

Free 30 day trial of our QEVALFree analysis of 250 Interactions

81

Book Signing Event: Jun 29th

9:55 am – 10:55 am

mailto:[email protected]

Documents

Artificial Intelligence and Predictive Analytics for ...€¦ · Total Quality Management & Market Intelligence Solutions Etech Technology Solutions Software/Application Development