Awaken Intelligence, a Creovai company

Wondering what's driving repeat calls to your contact center? It may come down to agent knowledge gaps. When agents don't have all the information customers need--or they fail to set proper expectations for next steps--your customers are more likely to call back, increasing your overall call volume and driving up operational costs. But by using post-call conversation intelligence, you can figure out where those knowledge gaps are and update your real-time agent guidance so your agents always have the information they need. In the video below, Creovai's Steve Trier breaks down a specific example of how conversation intelligence and real-time agent guidance can work together to overcome agent knowledge gaps. #CallCenters #Operations #CX

AI technology can do a lot of things to make contact centers more efficient, but it's not going to replace human agents any time soon. In our study with ContactBabel, we found that contact center calls are getting longer and more complex. While customers may turn to self-service options like chatbots when they have straightforward questions, they still want to speak to a human about more complex issues. Contact centers need to equip their human agents with the tools and knowledge to solve the trickiest customer problems--and this is where AI plays an important supporting role. We cover this trend and other ways AI is reshaping the agent role in our newest blog post--check it out now: https://hubs.la/Q02VtjTr0 #AI #ContactCenters #EmployeeExperience

We had a blast at Customer Contact Week in Nashville this week--thank you for having us, Customer Management Practice! Team Creovai connected with industry professionals to explore the latest innovations in customer experience and contact center technology. Time well spent--we hope you were able to stop by and say hello. See you next time! #CCWNashville #CustomerExperience #Events

Very happy to be supporting our partner 8x8 at the ICMI Contact Centre Expo here in Orlando. It’s great to see and hear the interest in Real Time Agent Guidance and Conversation Intelligence solutions and how 8x8 have woven them into their comprehensive CX solutions. Thanks again to Sue Fernand for the invitation. Looking forward to a busy few days. By the way the feather boa’s are optional! 😉 #expo #cx #AI #Conference

The Creovai team are on a road trip this week Neil Titcomb is in Orlando with 8x8 and Kassia Geldard Spencer Henderson Chris Robinson and I are at CCW in Nashville please drop by our stand if you are attending thank you.

And that’s a wrap! We have been supporting 8x8 on their US CX Tour these last few weeks with roadshows in New York, Dallas and now Campbell. It was great to be able to showcase what Creovai are pioneering in the Conversation Intelligence and Agent Guidance space. Fantastic interaction from all customers and prospects who attended. A huge thank you to Sue Fernand Victor Belfor Lisa Martin and Hunter Middleton for your continued support in this partnership. Exciting times ahead. Looking forward to continuing this tour back in the UK in November. #agentguidance #cx #partnerships Louise Summerfield Jason White Michael Ficarra Geouffrey Erasmus Simon Black Ted Trueblood

It’s time for another “CX Leaders Share Their Experiences as Customers” Q&A, this time with CX and voice-of-the-customer strategist Melanie Disse! Melanie is the Founder of Melanie Disse Consulting (which just celebrated its second birthday 🎂). She is also a Technology Advisor for Ecosystm, an advisory firm that brings together tech buyers, tech vendors, and analysts. While Melanie is an experienced CX leader, she is also a customer (like all of us), so we asked her about her experience sharing customer feedback with brands. Q: A study from Qualtrics found that only about one-third of customers provide direct feedback to a brand after a negative experience. What does it take for you to share feedback after a negative customer experience? MD: I provide feedback on negative experiences when I want the company to change something. Sometimes I know what went wrong, other times I just want them to become aware of the issue and improve the experience. Or I want them to contact me and help me with my issue. Q: Some brands send automated customer surveys (often via website pop-up, in-app notification, or email) after you complete a digital interaction. When are you willing to take this type of survey, and when do you click away from it as fast as you can? MD: For digital interactions, I want the feedback option to be relevant to what I’m doing. A generic tNPS question doesn’t work for me as it’s not relevant to my experience at that time. I also ignore it if it disrupts my workflow. Q: What was an instance when you wanted to share specific feedback with a brand but couldn’t? What would you recommend the brand do to improve their feedback collection? MD: I recall wanting to share feedback with a ride sharing service on the overall experience I had. But the only feedback I could provide was specific to the driver. I’d suggest they allow customers to tell their story, not just answer questions the company wants to hear about. Q: What's one experience you had when you felt like it was both easy to share your customer feedback and that feedback was acted on? What went well in that scenario? I used social media once to “complain” about an experience I had (mainly because I couldn’t find another way to share feedback). They were super quick and resolved my issue as the channel was monitored and the staff obviously were able to solve the issue for me. (Did they address the root cause issue of the problem to prevent it from happening again? That I don’t know!)

Great to be here in San Jose California meeting with our partner 8x8. Thanks Sue Fernand for organising this important meeting to discuss the development of our global strategic partnership. Just love what we are doing together. Geouffrey Erasmus Simon Black #partnerships

Last week, a manufacturing customer of ours ran a session with the team and it was pretty inspiring. I'd forgotten how important it is to close the loop internally on these types of success stories. The depth and detail he had gone into to analyse the performance of his contact centre was a credit to him and the charts he'd built to visualise the insights were amazing. He took us on a whistle-stop tour of multiple dashboards that have helped him build a single picture of operational health. I was blown away with what he was able to achieve using our #conversationintelligence technology. I thought I'd share a couple of the use cases he is addressing in case it helps others. 1. Reason for contact - as you can imagine, a national manufacturer has a large volume and wide variety of customer enquiries. Knowing how to deal with each successfully is crucial to delivering excellent service. 2. Self-service - A continuation of point one. How could they get more customers self-serving their issue on the website? By analysing reason for contact he could see areas where customer support information was falling down. He could then work with the business to remedy the situation. 3. Minimising customer effort - A continuation of point two. How can he make the customers' lifes easier? What steps can he put in place to ensure they have everything they need. And just as important, when they make a change to the customer journey, such as a new installation guide, what's the impact of that change? Has it helped reduce volumes for that issue? 4. Agent effort - What behaviours by the agents should be celebrated and which should be addressed with training. 5. Building a continuous improvement loop - My favourite one and something we talk to customers about all the time. If you can get more insight on what your customers need then you can proactively change processes and agent behaviour to improve the customer experience. This becomes a virtuous cycle as you continue to analyse performance after enhancing the process to continue improvement. It was really impressive what he and the team had been able to achieve. I'll keep sharing these customer use cases as they crop up. Thanks for reading. #cx #contactcentre #contactcentre #ai Creovai

This week I am back in the US ‘on the road’. This time to assemble the sales teams from the US and UK for our quarterly business review. I have always been a firm believer in the value of these meetings and the importance of taking the time to run them in person. This week here in wonderful Boston we will reflect on the previous quarters results and look ahead to our year end to consider where we can improve and also celebrate success. Creovai is only a quarter old by name and yet Q3 showed just how far we have already come with some fantastic results across the business. Here’s to the power of meeting, making and effort and challenging the status quo. #qbr #salesuccess #cx