Comments for Aspect Blogs

Comment on Speech Analytics is Talking; the Industry is Listening by Tim Dreyer

Tim Dreyer — Mon, 13 Feb 2012 16:57:19 +0000

Hi, Joe. Thanks for the comment. The new customer behavior is definitely being felt across contact centers. When the customer comes has spent hours researching a problem on their own, they are at a point where they may very well know more than an agent who winds up taking their call (or chat, or email, or tweet even in this day and age). And yes…traditional scripts may not be enough. In fact, walking a customer who has been researching this issue, may already have talked to folks who have a view on a community or through a social network — may irritate this customer and leave a bad impression. But it’s more than scripts. This knowledgeable consumer affects how agents are trained and measured potentially, how they are staffed and on the routing side — it may affect how an interaction is routed. If we can capture more information about that consumers previous behavior — or if we can even assess that this particular consumer, based on their profile and past actions, is likely to have already done a lot of research — we may automatically escalate the issue and save the customer grief — while improving our customer service metrics along the way.

Comment on Speech Analytics is Talking; the Industry is Listening by Chris O'Brien

Chris O'Brien — Fri, 10 Feb 2012 16:06:47 +0000

Joe, that’s absolutely true, and in fact nothing is more frustrating to a customer than having an agent read the standard troubleshooting script when, yes, he HAS tried turning it off and on again. He has also Googled the problem, located it on a Help forum, solicited advice from his friends on Facebook, and tried several of the suggested fixes. A smart move would be to quickly identify and differentiate savvy customers so they can be routed to experts/specialists.

Comment on Speech Analytics is Talking; the Industry is Listening by Joe McFadden

Joe McFadden — Thu, 09 Feb 2012 18:33:55 +0000

You make a great point about consumers “seeking self-service routes” before they actually call a company for help. More and more customers are calling with more complicated problems because they are able to research and solve smaller ones on their own. This means traditional scripts in call centers that walk through basic troubleshooting might not be as effective as they used to be.

Comment on Monitoring the Social Dialogue: Being a Good Listener by Nancy Dobrozdravic

Nancy Dobrozdravic — Fri, 20 Jan 2012 17:53:01 +0000

Thanks Joe!
Johnsonsen, to your point on how the information is gathered and analyzed, I’m curious why you would look for a cloud-based device/system? It would seem to me the ability to make the data actionable at the agent level is really the critical piece.

Comment on Monitoring the Social Dialogue: Being a Good Listener by Johnsonsen

Johnsonsen — Fri, 20 Jan 2012 15:18:56 +0000

But to understand the pattern of these dots (the customers) we have to gather the information AND provide them for every agend. So we have to ground our social media activity on a solid cloudbased information device.

Comment on Monitoring the Social Dialogue: Being a Good Listener by Chris O'Brien

Chris O'Brien — Fri, 13 Jan 2012 20:25:50 +0000

I agree with Joe that the more information collected, the greater the level of insight a company has at its fingertips — and that can definitely include CI. I would bet this is one of the more underexplored areas of social, as organizations tend to overlook their competitors and their products as potential monitoring keywords.

Comment on Monitoring the Social Dialogue: Being a Good Listener by Joe Levy

Joe Levy — Thu, 12 Jan 2012 20:25:28 +0000

Great post Nancy. We especially promote the opportunity presented by social media for competitive intelligence. Often being able to connect the dots allows a clearer picture. The amount of content present in social media allows for many more dots to be visible, and this can and must be used by companies to their advantage!

Comment on Winning Strategies are Founded on Data and Insights, not Gut Feelings by Dave Harper

Dave Harper — Fri, 06 Jan 2012 19:37:04 +0000

Joe, that is an excellent point and SCREAMS for the need of data governance! I am always surprised at how few organizations have employees tagged as data governance owners.

Comment on Winning Strategies are Founded on Data and Insights, not Gut Feelings by Joe McFadden

Joe McFadden — Thu, 05 Jan 2012 17:31:45 +0000

The dangerous part is when people start messing with data to support their gut feelings. It’s important to remember that data is only as useful as the person interpreting it. Don’t let your strategy be defined by what you think you should see in your analytics, focus on what is really there.

Comment on The social customer contact center by Jane Hendricks

Jane Hendricks — Fri, 09 Dec 2011 15:40:02 +0000

Great comment! You are absolutely right – an analytical program needs to enable trending analytics and trending needs to be part of the discussion – having a snapshot and a snapshot alone isn’t enough. The other important piece of the puzzle is to put trending into context – that is, look at not just one metric’s trend, but multiple metrics and how they trend. Trending, predictive analytics, descriptive analytics, statistical analytics – I would encourage organizations to apply all of these analytical techniques to their data. Good analytics translate to actionable analytics – and taking action based on what you’ve uncovered is often the hardest part. Thanks so much for reading and responding!