Mining for Gold in Customer Calls: Using AI + HI to Put ......Mining for Gold in Customer Calls: Using AI + HI to Put Quality back into Customer Service ... Inbound/Outbound, Customer

Mining for Gold in Customer Calls: Using AI + HI

to Put Quality back into Customer Service

Etech Global ServicesTuesday June 19th | Workshop 1 | 8:15 – 11:00 AM

Jim Iyoob, Chief Customer Officer, Etech Global Services

Shawndra Tobias, Sr. Director Customer Experience, Etech Global Services

Omar Recendiz, Sr. Manager GMS Training & Communication

Jim IyoobChief Customer Officer

[email protected]

936.371.2640

about.me/jiyoob

@jiyoob

facebook.com/jim.iyoob

linkedin.com/in/jimiyoob

www.etechgs.com | Confidential 2

1. Why is CX becoming more important than traditional Quality Assurance?

2. How to Transform from a check box centric to Customer Experience Quality program

3. How to Generate Better Customer Experiences with Quality Monitoring and Artificial Intelligence

Top Three Takeaways

COMMITMENT TO CULTURE

Servant Leadership Approach

Assume AccountabilityPeople Driven Philosophy

People First Focus Performance Development


5www.etechgs.com | Confidential

JUNE3 Days before the closing of the

Nacogdoches operations, Dilip Barot, Matt Rocco and the other investors from Etech

acquire the asset of the call center from Bellsouth Saving over 400 much needed jobs

SEPTEMBERIn addition to the headquarter center in Nacogdoches, Etech opens its back-office/ BPO center in Gandhinagar, India and now provides solutions for 4 major Telecom clients

2002Bell South made

a decision or divest its

internal call center asset in

Nacogdoches Texas

2004Launched Lufkin center with 325

Seats and 500 employees

2006Launched

Vadodara, India center with 200

Seats and 13 clients

2008Launched Rusk center with 100 Seats and 16 clients. Etech reached

1500 Employees

2010Launched Jamaica

center with 150 Seats and launched

Software and Development

services

2012Launched Dallas center

with 220 Seats

2014Launched Florida center with

150 Seats Etech launched Chat and email product ICE and software Implementation

service

2016Currently

serving 31 clients

20032018Etech family reached above 2800 employees and together serving around 43 clients

ETECH GREW FROM 400 TO MORE THAN 3000 EMPLOYEES

NO MERGERS NO ACQUISITIONS

ETECH'S JOURNEY


Customer Engagement SolutionsInbound/Outbound, Customer

Service, Tech Support

Etech Technology SolutionsSoftware/Application Development

Customer Reporting (Internal/External)

ETECH’S BUSINESS AT A GLANCE

Etech InsightsActionable Insights for Total Quality

Management to enhance operational efficiency & customer experiences


ETECH’S CLIENTS

Cable

Retail

Telecommunication

EducationInsuranceEnergy

Travel

Finance Real Estate

Banking

HotelInternet

Customer Experience Management

What % of buyers will pay more for a better customer experience?

What % of consumers have stopped doing business with a company after experiencing poor customer service?

What % of customers feel that vendors consistently meet their expectations?

Of consumers will not complain about your services.They will just leave!


CUSTOMER EXPERIENCE STATISTICS


WHAT DOES IT LOOK LIKE?

WHAT IS QUALITY?

TRADITIONAL QUALITY PROGRAM

Improve business results

Compliance with Legal and

Regulatory Requirements

SCORECARD FOUNDATION HOUSE


90%

90 percent of contact center budgets are negatively affected due to outdated quality assurance practices.

Based on your perception of the interaction

QUALITY IS AN OUTCOME

11www.etechgs.com | Confidential 11


CX TQM

IMPROVE BUSINESS RESULTSLISTEN

DEFINE STRATEGY& BIG ROCKS

CREATE CX CULTURE

STATISTICAL MODELS

BENCHMARK CX KPIs

UNCOVER

AGENT PERFORMANCE HEAT MAP

BALANCED SCORECARDS

SURVEY INSIGHTS

CUSTOMER SENTIMENTS VoC

ANALYZE

ANALYSIS BY DATA SCIENTISTS

BEHAVIOR SEGMENTATION

MARKET TRENDS & LARGE DATA SETS

TRAINING GAPS

ENGAGE

PRECISION COACHING

STRATEGIC ACTION PLANS

TRENDING PATTERNS

VARIANCE & CALIBRATE

CLOSED LOOP FEEDBACK

PREDICT

ELIMINATE COMPLIANCE RISK

REDUCE CUSTOMER EFFORT

CHURN MITIGATION

Base

Pillars

Roof

QUALITY STARTS WITH A STRONG FOUNDATION

LEGAL AND REGULATORY COMPLIANCE ASSESS AND IMPROVE AGENT PERFORMANCE


QUALITY IS MORE THAN JUST AN APPEARANCE


CUSTOMER EXPERIENCE MUST BE THE FOUNDATION

Phone/Personal Support(Pre 1995)

Email(1996-2000)

Web Self Service(2001-2004)

Chat(2005-2007)

Mobile App(2008-2009)

Social Media(2010+)

Marketing Process CS Channels

EVOLUTION OF CUSTOMER EXPERIENCE



Source: https://www-forbes-com.cdn.ampproject.org/c/s/www.forbes.com/sites/bradbirnbaum/2018/05/08/the-evolution-of-customer-service-metrics/amp/

THE EVOLUTION OF CUSTOMER SERVICE METRICS

WHY SHOULD YOU AIM FOR “EFFORTLESS CX”

WHAT YOU'RE DOING?

RepeatContacts

Channelswitching

Transfer orrepeating info

OVERALL DISLOYALTY

96%

LOW-EFFORTEXPERIENCE

HIGH-EFFORTEXPERIENCE

9%

17

Roboticservice

Hard policiesor procedures

Hasslefactors

WHAT YOUR CUSTOMERS ARE FEELING?

LET’S SEE HOW YOU'RE DRIVING EFFORT

CUSTOMER SERVICE VS CUSTOMER EXPERIENCE

Image Source: https://www.salesforce.com/ca/blog/2016/11/thinking-about-customer-experience-wrong.htmlwww.etechgs.com | Confidential 18

86% OF BUYERS WILL PAY MORE FOR A BETTER

CUSTOMER EXPERIENCE

Source:Genesys


Greeting?

Verified Email?

Polite throughout the call?

Assurance of help?

Tried to Show Empathy?

Took Ownership of the issue?

Built Rapport?

Answered all questions?

Set the right expectations per policy?

"Are we on a recorded line... I hope so!"

"She is unable to get the driving license"

"When you say, I am going to transfer, you might as well say, I am going to hang up on you”

Customer Frustration

"We NEVER get a return call - Who should I talk to?"

"They don't answer or return the voicemail. They don't call back. Who to call when your

safety net do not catch my calls"

"That is Bull**** they never call"

Lack of Resolution

"I have gone through the correct channels since 6:30 that was three hours ago"

Channel Switch

"What do I do tomorrow if I still do not get call back?" (Agent said, you can call back)

"I have date and times for seventeen calls"

"Can you transfer me to your supervisor" (3 times)

Repeat Contact "If you are an existing customer and try to get technical support, you do not get an answer but when you are trying to buy a product, it

takes you less than 4 seconds to answer"

"My daughter has been trying to take this course for over six times, and the

course freezes up, and they always say they will refer it to Technical support and

we will get a return call"

Technical Issues


Branding?

SCORECARD VS INSIGHTS

Beware, not all AI is created equally—Some is static, some dynamic

It can Identify and model relationships (e.g. price concern, Confusion, effort) within the context of a conversation

Machine learning (ML) refers to a form of AI that easily adapts to new information to solve cases that it was not explicitly designed for

It has ability to train and create models that expand upon and self-learn across larger data sets

Static AI can be deployed simply to solve a specific class of problem but can’t adapt without intervention

Webster says: the power of a machine to copy human behavior

WHAT IS AI?


PERSONAL ASSISTANTS & NAVIGATION


PREDICTIVE MODELS FOR PERSONALIZED SUGGESTIONS


WHY HUMAN INTELLIGENCE?


AI WITHOUT HI CAN BE DISASTROUS


What is the probability

that Jim will buy when

you call him Jeff?

From: Toyota [mailto:[email protected]] Sent: Friday, December 15, 2017 4:01 PM

To: Jim Iyoob [email protected]

Subject: Jeff, Shop Toyotathon and Save Dec. 5-Jan. 2


HUMAN INSPECTION CAN ENHANCE AI

mailto:[email protected]



IS “BEING SORRY” ENOUGH?

A customer is 4x more likely to become disloyal

after a service interaction. These key drivers increase customer effort and leads to churn

(CEB - Customer Loyalty)

89% of the companies surveyed by Gartner

believe that customer experience will be their primary basis for competition.

(Gartner)

$1.6 Trillion is the estimated cost of customers

switching due to poor services in the US; customers demand more human interaction

(Accenture)


TO

TA

L C

OS

T T

O R

ES

OL

VE

SE

RV

ICE

RE

QU

ES

T

Reducing effort reduces cost and improves CX

OF COSTS ARE REDUCED BY GOING FROM A

HIGH TO A LOW EFFORT EXPERIENCE

37%

COST TO SERVE BY CUSTOMER EFFORT LEVEL

CUSTOMER LOYALTY IS ONLY AS STRONG AS CX


420BSpokenwords

2.7BTweets

1%Visibility

Businesses are forced to use rudimentary tools

Limited insight into phone conversations

What if a tool could materially impact financials?

-20%

+15%

-10%Call volume reduction

SalesConversion

Churn Reduction

HOW WE GET INSIGHTS (VOC) TODAY


BAD CALLS (<60%)

AVERAGE CALLS (60% to 80%)

GOOD CALLS (>85%)

LOW to NON

PERFORMERS

BELOW AVERAGE

PERFORMERS

AVERAGE

PERFORMERSABOVE AVERAGE

PERFORMERSHIGH

PERFORMERS

QUALITY = HIGH SCORE

High Effort

Low CSATHolds / TransfersSilence / Dead AirRepeat CallsBad CX

Low Cx Effort

High CSAT

Cx Retentions

Upsells

Positive Behavior Future Leaders

TRADITIONAL QUALITY


Call Recordings

Metadata Transcribe audio to text

Redaction of sensitive / financial

information

Data Scientists & Analysts Provide actionable insights

Improve Training

Targeted Coaching

Improve Business Results & CX

Enhance CX

Audio Tuning & Business Rules

Categorization & Tagging

WHY DOES AI NEED HI?


Higher Profits

Better Productivity

Happy Customers

Lower Revenue

High Churns

Increased Costs

BAD CALLS

AVERAGE CALLS

GOOD CALLS

LOW to NON

PERFORMERS

BELOW AVERAGE

PERFORMERS

AVERAGE

PERFORMERSABOVE AVERAGE

PERFORMERSHIGH

PERFORMERS

QUALITY = Replicating Behaviors

that results into success

WHY USE AI WITH HI?

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

33

ARTIFICAL INTELLIGENCE MEETS HUMAN INTELLIGENCE


ANALYZE

ENGAGE

PREDICT

UNCOVER

Enh

ance

Cu

sto

mer

Exp

erie

nce

wit

h

Art

ific

ial I

nte

llige

nce

LISTEN

HOW TO IMPLEMENT CX STRATEGY


CALLS

NPS 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

162.5M words in calls (866x)187.5K words from NPSsurveys

LISTEN

WHY SURVEY WHEN YOU HAVE THE ENTIRE CONVERSATION?


Avoid biased analytics – compare/contrast VOC & VOA

LEARN ABOUT BOTH SIDES OF THE INTERACTION

www.etechgs.com | Confidential37

-0.06 -0.01 0.04 0.09 0.14 0.19 0.24 0.29

C: How Do I?

Military/Government

Partner E

Bereavement

Partner D

Call to Add Baby

Web Support Walk-Thru

Cust. Upgrade

Repeat Information

Partner C

C: Frustration

Partner B

Trying to Use Miles

Refund

Channel Switch - Email

Proactive Guidance - Do Online

Trying to Use Card

Unused Credit

Partner - Other

Partner A

Calling to Book

A: Effort Driver B

Voucher

Apply Credit

Paper Voucher/Discount

Proactive Guidance - Education

Ask For Sale

A: Effort Driver A

A: Effort Driver C

By Demonstrating the 3 behaviors at the top it improves close rates from 16.3% to 52.1%.

16.3

52.1

Avg Rate Opportunity

Confirmed Conversion Ratebased on this sample

DETERMINE WHAT WORKS FOR YOU!

www.etechgs.com | Confidential38

BEHAVIORS IMPACTING CONVERSION

23%

20%

21%

70%

60%

5%

11%

10%

46%

44%

11%

13%

13%

48%

63%

Michael, 14%

Resty, 21%

Sharhean, 16%

Reynaldo, 38%

Bruce, 41%

12%

17%

22%

27%

32%

37%

42%Provide Rebuttal% Ask for Sale% Create Urgency% Conversion% Linear (Conversion%)

Positive Correlation between the high impact data sets and Conversion

Bruce

Reynaldo

Sharhean

Resty

Michael


IMPLEMENT THE LEARNING

EXPERT

GUIDE / ASSIST / SHARE / RESOLVE

PEER TO PEER SERVICE

SELF-SERVICE

YOUR SMEs

YOUR STAFF

PEERS

WEB / APPS

EXPAND

OPTIMIZE

ENGAGE

use of Self-Service

use of Agents & SMEs

Customers at all levels

The #1 most important factor

in customer loyalty is reduction

of the customer effort. Source :Harvard Business Review

Observations:• Poor Service & no resolution at the dealership drove 71% of the total customer effort.• Agent Behaviors like Knowledge gap and ownership contributed 61% towards the customer effort on the calls.Sample Interaction ID: bbvdl3s4fAgent: Alison TrunfioInteraction Summary: Customer called in to locate her car. Agent informed the customer that she will need tocall someone from the car to do that.

Level 2 drill down of top two drivers


Effortless Customer

Experience, 60%

High Customer

Effort, 40%

38% 38%

10%

3% 2%0%

10%

20%

30%

40%

50%

Dealership Agent Behavior Car Component Policy Website

High Customer Effort Drivers

ENGAGE

CUSTOMER EFFORT ANALYSIS


Low High

High

Low

Tim

e/Resources

Impact - Customer Experience & Brand

Hold Procedure

Recall Issues

Warranty Question Non

Committal Call Backs

Agent Tools

Vehicle Specification

Effective Hold Technique: Explain the reason why you are putting them on hold.

• Set right expectation of the time it will take.• Ask for their permission• Come back and refresh the call if you think it is taking longer

than promised• Job aids on the floor and quick discussion around the hold technique will

help the agents master this behavior.

Hig

h P

rio

rity Non Committal Call Backs:

Design and Train agent on call back protocols. Coach agents to mention a specific timeline every time they promise a call back to the customer .• This is an easy fix. Providing Job Aids with a predetermined call flow will

have a greater impact towards correcting this behavior

Warranty Question: If a customer has questions about their vehicle’s warranty, and dealerships are not able to answer them, they expect the frontline agents of X to have an answer. Not having answer to a warranty question, creates confusion and increases customer effort exponentially.• Etech recommends training agents on the basics and giving them access

to a database that can function as a guiding light when customers ask questions about warranty or extended warranty.

• Updating this information in the X Me app based on the vehicle the users own will reduce the number of calls coming in for this and help lower the call volume.

Recall Issues:• Design a training session around the recall issues you have been hearing

the most on the calls. • Although a high effort fix. This will enable the agents to assist the

customer who come in for questions about recall issues and decrease customer effort.

1

2

3

4

Recommendations

Johari Window Model

• X axis shows the time/resources needed and Y axis shows the impact on customer experience/brand value

• The matrix above can help us make training decisions based on the impact and resources involved in developing or correcting a behavior.

• As you go to right the impact of the action on customer experience increases

• As you go higher in the matric, the amount of resources and time needed to fix the issue increases

ENGAGE

TRAINING GAP ANALYSIS


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 months

Finding 2: 85% of customers would churn within 3 months

Using Predictive Model for improved offerings and experience is not new

But I do not watchthat channel

You can call and cancel

PREDICT CUSTOMER TRENDS/BEHAVIOR

www.etechgs.com | Confidential

Empower AgentsTargeted Coaching

Identify New Challenges

Address Compliance

Replicate Success

43

The Sweet Spot (CONVERSION!)

Feel Good Factors (Important!)

Biggest Training Opportunity

REVOLUTIONIZE AGENT BEHAVIOR


OBSERVATIONS AND SCRIPTS USED BY TOP PERFORMERS: HANDLING CUSTOMER OBJECTIONS

Don't need it/Not Interested

Objection: "I don't need any TV as I am all alone. I use Netflix and am working through the week.”

Best Rebuttal:It's funny that you mentioned stream…

Your price is too high

Objection: We had time warner cable for years and the price kept going up and up and up.

Best Rebuttal: You know what! Let me just talk a little bit about some of the changes….

87%

64%

http://images.google.co.il/imgres?imgurl=http://pederhanson.files.wordpress.com/2008/11/no-money-2.jpg&imgrefurl=http://tomlucier.wordpress.com/2008/11/&usg=__PmQpTvWTje1ClEiK2HYfrbFqel0=&h=589&w=431&sz=33&hl=iw&start=3&um=1&itbs=1&tbnid=YPP3mx8uHo-XyM:&tbnh=135&tbnw=99&prev=/images?q=no+money&um=1&hl=iw&rlz=1R2SKPB_en&tbs=isch:1


0

40

80120

160

200

240

6 9

NPS

Based on the customer

sentiments in the small data

set Etech analyzed, the NPS

just from these 1155 calls

stands at: -8

Converting 50% of the

Negative VOC into Positive will

increase the NPS by 25.

Improved NPS: 17

Voice of the customer Vs Impact on NPS

NPS


LISTEN UNCOVER ANALYZE ENGAGE PREDICT

Listen to your customers AND your

agents to understand both

side of the conversation

1

Gather intelligence to identify consumer

preferences, needs and agent behavior

2

Analyze the insights to determine the low hanging fruit

that can help optimize results and

performance

3

Initiate the right conversations by

engaging the customers and

utilizing other CRM systems

4

Learn patterns fromdata and predict outcomes. Make

decisions based on past trends and

behaviors

5

STEPS TO BUILD YOUR CUSTOMER EXPERIENCE WITH AI

Customer

Agent

Speech Analytics Engine

Business Rules

Insights for BetterDecision Making

SupervisorAlert

Improve Training and Coaching Guidelines

Improve Business Results & CX

47

Metadata

HOW DO YOU USE AI IN YOUR CONTACT CENTERS?


Jim IyoobOmar RecendizSr. Manager GMS Training &

[email protected]

310.930.2944

@orecendiz

facebook.com/orecendiz

linkedin.com/in/omarrecendiz

To reimagine the fashion business, by creating the

world’s most innovative and admired fashion company.

OUR MISSION

OURBRANDSTODAY

• Everyday savings of 30% to 50%

• No monthly obligation

• Personalized monthly boutique

• Exclusive sales, promotions and rewards system

• Fashion and style inspiration

• Free shipping and returns

Why members love it

• Strong personal relationship with members leads to high wallet share

• First choice shopping destination

• Frequent engagement – 20+ average visits per year

• Deep customer insights used to reduce risk and predict inventory needs

• Cash flow advantage

Why we love it

Everybody

WINS

OUR VISIONProviding enhanced member

experiences at optimal cost!


TechStyle – Etech PartnershipPartnership that has thrived

• Small team of 3 people working for TechStyle are able to have visibility into and understand what going on within the interactions

• Without Etech’s insights, it would be impossible for this team to gain intelligence that impacts the member experience from 500,000 calls/mo.

• On Demand specialized studies that keep TechStyle on the pulse of new program launches

• Survey Support (Stella)

• Business Insights that support high quality interactions, products and cost saving practices


Design objection

handling procedures

Would

you…

Can

you…

Have

you…

How Etech HelpedMajor focus areas drilled down

Why do Members Call? Improving Retention Strategies Replicate Successful Behaviors

Product Return Sentiment AnalysisFinancial Impact


New Product LaunchSpecial study to understand the first pulse of the market

Website Issues, 38,

19%

Negative Sentiment - Price, 4,

2%

Negative CX (Agent Behavior),

10, 5%

GMS Negative

Experience, 12, 6%

Pre-Order List Issue, 25, 12%

Payment not going through, 26, 13%

Product Out of

Stock, 85, 43%

Call Volume: 632Date Range: 05/10 – 05/17

Unable to Access

Website, 5, 13%

Website Interface, 9,

24%

Unable to Checkout, 10, 26%

Website Freezing Issue, 14,

37%

Website IssuesDrill Down:

“Is there gonna be update on the website anytime soon because it’s very confusing as a first time customer.”Contact ID: 40470553639

“When I click on help guide, my size or whatever it just shows me the down size, it doesn’t show me the letter so I don’t know how to go about that.”Contact ID: 40448495312

“In Checkout it doesn’t allow you to address the quantity…it does not have a drop down to adjust the number.”Contact ID: 40386330443

Customer Sentiments - Website Interface


Neutral 69%

Negative 23%

Positive 8%Call Volume:

42,509

Calls Tagged for

New Loyalty

Program: 90

Date Range:

05/07 – 05/21

Redeem

Issues

10%

Don't Like

33%

Confused/Don't

Understand

57%

Negative Sentiment

Drill Down

New Loyalty Program – Sentiment AnalysisSpecial study to understand the first pulse of new program

I really like the new benefit program

which is why I'm like reviewing

everything

Contact ID: 40482653461

I’ve been cashing it and now I’m really

glad that I got today. I’ve got 244 so I’m

like next time I get 500 I’d automatically

get $5 off my purchase

Contact ID: 40425109016

It's thousand points for whatever

that gift is I don't recall but I'll be

able to do that in the same

order…that's a really good program

Contact ID: 40471214985


SO What??!

59www.etechgs.com | Confidential 59

STORY OF BLOCKBUSTERHOW THEY COULD HAVE SAVED THE BUSINESS

What do you do when your entire market is disrupted?

▪ 1976 - Founder, David Cook opens first Blockbuster in Dallas, TX

▪ 1992 - Becomes Video Rental Market Leader with 2,800 US Stores

▪ 2000 - Rejects partnership with Netflix

▪ 2004 - Peak of it’s powers, 9,000 stores worldwide with a$5 Billion Market Value and $5.9 Billion in revenue

▪ 2010 - Files for bankruptcy

What Happens When You Underestimate the Importance of Transitioning Technology?


WHERE ARE THEY NOW?


HYPE REALITY

AI – THE HYPE VS THE REALITY


LEVERAGE HI + AI TO HARNESS THE POWER OF YOUR VOICE CHANNEL

Uncover customer and

business insights

Let the customers teach

you how to improve your

brand

Deliver your brand promise to customers with a white

glove experience

Hire and Train the right type of

agent

Identify disasters before they

occur


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

Job looks the same butyour customer expectations have changed.

Machine learning is lost without People


Record your Calls Capture Metadata Define ObjectivesMeasure Effectiveness

Monitor & Evolve Ongoing Refinement

We focus on CX, YOU Decide ToolsIMPLEMENTATION STEPS

Paper Form Excel

Artificial Intelligence & Human Intelligence

TOOLS

Volume, Commitment to Customer Experience

DECIDING FACTORS


VOLUME VS COST (ETECH AI)

15,905

31,110

6,075

22,555

51,805

1,22,4901,25,490

100%

51%

262%

71%

31%

13% 13%

0%

50%

100%

150%

200%

250%

300%

0

20000

40000

60000

80000

100000

120000

140000

Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18

Cost Vs FTE Vs Volume (Major QA Campaign)

Call Count Cost/Audit%

24

20

1413

11

6 6

0

5

10

15

20

25

30

FTEs

1. Why is CX becoming more important than traditional Quality Assurance?

2. How to Transform from a check box centric to Customer Experience Quality program

3. How to Generate Better Customer Experiences with Quality Monitoring and Artificial Intelligence

4. Take an Assessment

Top Three Takeaways

Don’t Gamble With YourCustomer Experience


1. Does your Quality team include CX SMEs?

2. Are your Quality and Training program integrated?

3. Do you have less than 20 parameters on your scorecard?

4. Are you linking Quality with corporate objectives?

5. Are you utilizing your customer to define world class quality assurance?

6. Are your agents bought into the Quality program?

7. Can you prove your Quality Program produce ROI?

8. Does your C-Suite describe your QA program as a “Valued Asset”?

9. Do you leverage your QA results when making process changes?

10. Do you have a close loop feedback process to improve training?

Yes No

Yes No

Yes No

Yes No

Yes No

Yes No

Yes No

Yes No

Yes No

Yes No


Don’t Gamble With YourCustomer Experience

How Does Your Customer Experience Measure Up?

> 6 Come see us, we’re hiring!

3-5 How we can help you on your journey!

<3 Your Customer called, talk to us!

Yes

Yes

Yes


Learn how Artificial intelligenceis

revolutionizing the contactcenter

industry, it’s impacts, the brighterside

of AI and the role ofpeople.

Contact me at:[email protected]


www.etechgs.com | Confidential

Jim IyoobChief Customer Officer

[email protected]

936.371.2640

about.me/jiyoob

@jiyoob

facebook.com/jim.iyoob

linkedin.com/in/jimiyoob

70

Documents

Mining for Gold in Customer Calls: Using AI + HI to Put ......Mining for Gold in Customer Calls: Using AI + HI to Put Quality back into Customer Service ... Inbound/Outbound, Customer