CUSTOMER STORY
THE BACKSTORY
Improving the Experience for Banking Customers
This large European banking group offers traditional banking services to both individuals as well as corporate and public entities. Operating on an enterprise scale, this organisation communicates with thousands of customers every single day via a multi-channel contact centre.
The contact centre is an incredibly important part of the organisation’s infrastructure, because this is where the majority of customer interactions take place. And in an industry where expectations for consistent and personalised interactions are increasingly demanding, the quality and consistency of each customer’s experience is directly related to retaining current customers and gaining new business.
This is why insights into how customers feel throughout each interaction with the brand are incredibly valuable to company leadership.
THE CHALLENGE
Measuring Customer Feelings
In order to have an accurate and holistic understanding of how the contact centre is performing, company leadership asked the contact centre and workforce management (WFM) teams to carefully monitor and report on customer sentiment.
They needed to know how customers were feeling while engaging with their brand, if those experiences were consistent across each channel, and where any weaknesses were in the contact centre so that they could continuously improve the customer experience and ultimately, revenue.
What they required was a sentiment analysis tools to detect and understand customer feelings.
The solution would need to:
- Integrate with their current contact centre environment (Genesys Cloud)
- Be able to generate reliable insights into how customers were feeling during interactions with the brand
- Be simple to update and adapt to changes made across the business, which was regularly adopting or integrating new technologies
- Fit with the company’s cloud-first architecture
- Have the ability to consolidated wallboards and automate reporting
Ultimately, the ideal solution would enable all CX stakeholders and company leadership to see sentiment data within custom dashboards as part of the organisation’s wider operational reporting.
THE BRIEF
Bringing Customer Sentiment Data to the Boardroom
The brief was simple:
The customer told the teams at emite and Genesys that they would like to ingest sentiment data from Genesys Cloud into emite in order to use it alongside other organisation-wide data pulled from both other data sources, including Salesforce.
Customer sentiment data had such a significant impact on the business that it was critical to show these insights directly alongside key business reports.
The objectives:
- Create custom dashboards that would reflect the specific customer sentiment data required by the organisation
- Make it simple for the WFM and contact centre teams to pull reports required by company leadership
- Pull contact centre data streams into the company’s own defined index polling on a frequent basis
THE SOLUTION & BUSINESS OUTCOMES
Reliably Collecting & Reporting on Customer Sentiment Data
emite’s Solutions Consultants worked with the company’s in-house technical team to create a program that would regularly poll speech analytics data directly from Genesys, ingest it into ElasticSearch, and then visualise that data using emite.
Following the implementation of emite, the organisation can now reliably collect and report on valuable customer sentiment data.
- Reliable customer sentiment data is now easily reported on by all CX and contact centre stakeholders
- Company leadership regularly receives updates on how customers are feeling and how the contact centre is performing
- Insights from emite help inform business-critical decisions related to staffing, resourcing, training, and even operational and product decisions
- Data is updated on an hourly basis, so reports and insights reflect the current state of the contact centre
Most importantly, with customer sentiment data now regularly available, customer retention is up, customer happiness is up, and revenue is up!
EXPERT INSIGHTS
The Future Benefits of Reliable Sentiment Data
Speech analytics provide extremely powerful insights into the customer experience – this is what informs customer sentiment.
- The contact centre is a treasure chest of information about the way current customers and potential new customers feel about your brand, which can have a significant impact on your bottom line.
- In addition to impacting revenue, having robust insights into the customer experience and customer sentiment can help identify where additional coaching or training should take place in order to improve how agents interact with customers.
- The granular nature of these data sets allow for a more detailed understanding of customer intention and the nature of calls, which can provide incredibly valuable insights into how certain products or services are performing, if there is demand for certain products, or if there are trends in calls that can alert business leaders to potential issues within the business that need immediate attention.
Omnichannel Reporting & Analytics
Keep up with mobile and digital and communication trends in your industry. Easily creating reports and analyze your contact center’s data across Chat, Voice, Email, and Callback.
Workforce Management
Agent performance insights from emite will help improve operational efficiency by ensuring that the right number of agents are staffed at the right time.
Ingest Multiple Data Sources
emite integrates with over 80 different technology platforms, enabling your company to pull in data from multiple sources into one single report.
Interaction Analytics & Sentiment Analysis
In addition to valuable operational analytics and agent performance data, sentiment analysis will allow your team to analyze customer experience on an entirely new level to improve agent-customer interactions.
Competitive Pricing
emite is dedicated to supporting the growth of the contact center industry and providing access to best-of-breed technology to contact center teams across the industries we serve. We are providing access to our complete cloud contact center solution at an updated and highly competitive price.
Improved Agent Retention
Agent attrition can be costly and can also lead to poor customer experiences due to agent turnover. Access to real-time and historical agent performance data and sentiment analysis will help with agent retention and training.
