Analyze all customer interactions (voice or text) at every customer channel and gain invaluable insights directly from your honest source. Benefit from vast data to improve agent performance and customer experience.
Customer-agent interactions provide invaluable insights into customer issues, behavior trends, and agent performances. However, manual analysis can only focus on a fraction of interactions and is far from providing accurate and comprehensive results for decision-makers.
This solution monitors 100% of customer interactions (voice and text), presenting insights about vital issues such as increase in non-FCR calls, trends in customer complaints, or changes in agent performances. With the ability to monitor performances with granular detail, decision-makers can intervene effectively.
Supervisors can only analyze 3-5% of interactions manually. This is insufficient to reveal trends in customer issues. The solution can assist supervisors in defining trends and acting on resolutions fast.
With the ability to compare FCR and non-FCR calls, supervisors can put their fingers on the issues causing repeat calls. When they inform their agents accordingly, agents solve problems more effectively.
The solution presents tangible differences between top-performing agents and others. Indicators such as politeness, positive language, and enthusiasm can be compared. Keywords and phrases used by successful agents can be discovered and used to train agents-in-need.
Knovvu Analytics collects 100% of customer interaction data at customer service channels and converts it into analyzable information for decision-makers. The solution provides critical and actionable insights to understand customers better and improve their experiences. With advanced quality management tools, Knovvu Analytics helps supervisors objectively score and improve agent performance with tangible feedback.
Let’s go into detail on how Knovvu’s conversational solutions can improve your agent and customer experience.
