We ll begin the webinar at approximately 1:01 pm EST.

Transcription

1 Beyond Surveys- Capturing the Real Customer Experience Martha Brooke We ll begin the webinar at approximately 1:01 pm EST. Brian LaRoche

2 Today s Educational Webinar Beyond Surveys- Capturing the Real Customer Experience is sponsored by the following partners:

3 WEBINAR LOGISTICS This webcast is a listen only presentation. If you would like to ask a question, please use the questions panel in the GotoWebcast side bar widget as shown and we will try to answer all of your questions during the Q&A segment of the presentation. The Webcast will be recorded and available 48 hours after presentation at under or Learning Center page. The presentation deck is available now or at the conclusion of today s webinar under the Event Resources tab of this site and will also be available at under or Learning Center page. 3

4 Beyond Surveys- Capturing the Real Customer Experience Martha Brooke Chief Customer Experience Analyst & Founder Brian LaRoche Product Marketing Manager

5 Interaction Metrics 5

6 METRICS QCI SCORE PERSUASION SCORE 6

7 BEFORE: The OFF-Brand Answer: 7

8 AFTER: ON-Brand Answer: 8

9 CALLMINER AT A GLANCE FEEDBACK IS A GIFT LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS. Customer engagement optimization through analytical insight Strong track record in contact center performance Unified view across voice, chat, , social Scaled to process 18 years (160k+ hours) of audio every day Improving agent performance for Better customer service/satisfaction Regulatory compliance Increased sales Reduced operational cost Predictive Churn 9

10 Pervasive, advanced analytics will become necessary for leading organizations that want to gain competitive advantage. Advanced Analytics: Predictive, Collaborative and Pervasive, 2012

11 DISCOVERING C-SAT ISSUES LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS. Large Retail Chain with Photo Service Retail chain specializing in pharmaceuticals offered an online greeting card printing service. A speech analytics workshop identified a costly printing issue with custom holiday cards, within 2 hours. This issue took two weeks to be identified through normal means, resulting in high customer dissatisfaction and costly reprinting/shipping charges. 11

12 THE USUAL WAY LISTEN TO YOUR CUSTOMERS IMPROVE YOUR BUSINESS

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14 % 14

15 68% poor of defecting customers leave as a result of customer service 71% 92% consumers prefer phone conversations customer service interactions via phone 86 consumers have stopped doing business with a % company due to a bad customer experience 45B inbound calls 1.1B answered surveys annual calls vs. surveys consumers have started doing business with a 89% competitor due to a bad customer experience 420B captured words 2.7B tweeted words daily recorded vs. tweeted words * sources Forrester, ZenDesk, Harris Interactive Customer Experience Impact Report, five9 Proprietary & and Confidential, CallMiner Inc. Inc.

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17 SURVEYS MEASURING CUSTOMER SATISFACTION LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS. The Good Direct customer feedback Easy to implement/administer Economic Mostly structured data, easily analyzed Consistent surveys provide trending data The Bad Low sample rates Highlight the extremes (happy/angry) Timeliness of feedback Survey Fatigue Can lack context (why, how) 17

18 What are you leaving on the table by relying just on Surveys for Customer Feedback and Insight? 100%

19 Marketing Effectiveness Product Deficiencies Busin ss Intelligence Customer Preferences Competitive Insight Process Improvement VALUE OF THE CONTACT CENTER Customer Retention Call Volume Risk Customer Satisfaction Call Drivers FCR Promoters Sales AHT Agent P rformance Service Levels Legal Action Revenue Regulatory Compliance Operational Efficiency Detractors Collections Competitive Ranking Proprietary & and Confidential, CallMiner Inc. Inc.

20 THE REAL EXPERIENCE LISTEN TO YOUR CUSTOMERS IMPROVE YOUR BUSINESS

21 VARIED

22 DIFFERENT

23 SUBCONSCIOUS

24 EVER-SHIFTING

25 dynamic, unstructured & complex. Satisfaction, loyalty, repurchase rate, customer behavior 25

26 JOURNEY ANALYTICS - EXAMPLE LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS. visits website calls contact center sales s information sales calls back purchases product posts about experience 82% revenue from journeys with > 3 touches 17% post about their experience on social media 26

27 customers aren t your analysts.

28 INTERACTION ANALYTICS SIMPLIFIED LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS. 100% interactions (with metadata) Transcription & Acoustics (normalization) automated tagging (language patterning) scoring insight 28

29 Percentage of Respondents A well executed pervasive BI strategy can deliver substantial performance results to an organization. With more employees involved many companies are seeing improvements in decision making speed. Figure 1: Quicker Information, Quicker Decisions 64% 56% 42% 30% 37% 25% The Business Value of Pervasive BI, 2009 Saw decrease in 'time to information' Saw decrease in 'tim to decision' Pervasive BI Usage Moderate BI Usage Project-Based BI Usage n=277

30 improve quickly. 30

31 IMPORTANCE OF METADATA LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS. interaction metadata customer ID: agent: Gabriel Nelson department: sales supervisor: Jay Schmidt date: Oct 15, :36AM direction: inbound DNIS: workforce metadata agent tenure: senior service level: 94% shift time: 3.25 hours skill set: technical sales crm data customer ID: customer tier: gold customer ACV: $1,649 products: Triple Play city: Fort Myers subscribe date: 8/23/2010 successful sale: yes NPS: 7 marketing automation data campaign: Bing PPC Mobile geo location: Northeast lead score:

32 MEASURING CUSTOMER SATISFACTION (EXAMPLE) Scoring every customer interaction LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS. dissatisfaction Language long duration repeat contact language high silence escalations compliments tagging (language patterning and acoustics) acoustic agitation holds - transfers positive comments negative comments satisfaction score insight confusion churn mentions 32

33 SENTIMENT ANALYSIS DISCOVERING ISSUES LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS. 1 SEARCH find calls with negative sentiment near mention of apps 0:00 - sentiment 1:02 feature - apps 5:17 2 AUTO-TOPIC DISCOVERY conduct auto-topic analysis on resulting calls GET TOPICS phone problem applications camera battery miss unwanted apps iphone likes bloat ware lost major 3 DRILL TO CALLS review calls matching suspect topics to discover causes over two pages of unwanted apps if they were too many useless unwanted apps that will not uninstall phone comes with a lot of bloat ware and I can t figure 33

34 SENTIMENT ANALYSIS COMPARING SENTIMENT LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS. 34

35 TIMELY DATA, COMPARED ACROSS METADATA/MENTIONS Products, call reasons, agents/teams, regions, customer segments, etc. LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS. 35

36 NEXT STEPS: 36 LISTEN TO YOUR CUSTOMERS IMPROVE YOUR BUSINESS

37 Interaction Metrics

38 SUMMARIZING BENEFITS LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS. 100% of interactions analyzed for customer satisfaction, likes, dislikes Feedback available near instantaneously and continuously Unlimited questions can be asked of the data Correlation and root cause identified through analytics (why/how) Data segmentation allows for analysis of every customer group/product Includes feedback from the silent majority Discovery of the unknown that could be driving negative experiences Supports automated analysis of survey verbatims 38

39 Get ready to capture the heart and soul of the real customer experience.

40 QUESTIONS?

41 Thanks to today s Educational Webinar Sponsors

42 LISTEN TO YOUR CUSTOMERS. IMPROVE YOUR BUSINESS. Contact CallMiner for a FREE test drive! linkedin.com/company/callminer facebook.com/callminerinc sales@callminer.com Solution acquisition costs adjusted based on results achieved Results tied to defined benchmarks during customer engagement Available to qualifying contact centers and BPOs Check out callminer.com/webinars to see about our upcoming webinars.