登录查看更多内容

How can you use data analytics to track the progress of escalated issues?

由人工智能和领英社区提供技术支持

How can you use data analytics to track the progress of escalated issues? Escalated issues are customer service cases that require special attention, urgency, or expertise to resolve. They can affect customer satisfaction, retention, and loyalty, as well as your team's performance, efficiency, and morale. In this article, you will learn how to use data analytics to monitor, measure, and improve your escalation management process.

此文章中的业界达人

由社区从 2 条内容中精选。了解更多

Niall Byrne

Director - Customer Operations | Customer Experience Management | Expert in building, scaling and delivering…

1 Identify your escalation criteria

The first step to track the progress of escalated issues is to define what constitutes an escalation and how to categorize them. You can use different criteria such as the severity, complexity, urgency, or impact of the issue, the channel, source, or type of the customer, the number of contacts, transfers, or complaints involved, or the skills, level, or availability of the agent. By identifying your escalation criteria, you can set clear expectations, standards, and thresholds for your team and your customers, and you can collect relevant data to analyze.

添加您的观点

Niall Byrne

Director - Customer Operations | Customer Experience Management | Expert in building, scaling and delivering satisfaction.
举报内容
Escalations should be the exception. Keep a close eye on your escalation rate and tight control on your acceptance criteria. For an individual customer or an Account executive, their case is the most important issue, for them. They want their issue escalation and resolved as fast as possible. Make sure the level of service you're delivering as standard is good enough for 99.9% of your customer issues and that customers are highly satisfied with that service. Doing so will protect your escalation path making that they truly are exceptions and true escalations.

已翻译

赞

2 Track your escalation metrics

The next step is to track your escalation metrics, which are quantitative indicators that measure the performance and outcomes of your escalation management process. Some common escalation metrics are the escalation rate, which is the percentage of issues that are escalated out of the total number of issues handled, the resolution time, which is the average time it takes to resolve an escalated issue, the resolution rate, which is the percentage of escalated issues that are resolved within a given time frame, and the customer satisfaction, which is the degree of satisfaction expressed by the customer after the resolution of the escalated issue. You can use data analytics tools such as dashboards, reports, or charts to track your escalation metrics over time, across channels, or by categories.

添加您的观点

3 Analyze your escalation trends

The third step is to analyze your escalation trends, which are patterns or changes in your escalation metrics that reveal insights or opportunities for improvement. You can use data analytics techniques such as descriptive, diagnostic, predictive, or prescriptive analytics to analyze your escalation trends. For example, you can use descriptive analytics to summarize your escalation metrics and compare them with your goals or benchmarks, diagnostic analytics to identify the root causes or factors that influence your escalation metrics, predictive analytics to forecast your future escalation scenarios or outcomes, or prescriptive analytics to recommend the best actions or solutions to optimize your escalation metrics.

添加您的观点

4 Gather your escalation feedback

The fourth step is to gather your escalation feedback, which is qualitative information that reflects the perceptions, opinions, or suggestions of your customers and agents regarding your escalation management process. You can use data analytics methods such as surveys, interviews, reviews, or sentiment analysis to gather your escalation feedback. For example, you can use surveys to ask your customers and agents to rate or comment on various aspects of your escalation management process, such as the communication, timeliness, quality, or satisfaction of the resolution, interviews to conduct in-depth conversations with your customers and agents to understand their needs, expectations, or challenges regarding your escalation management process, reviews to collect and analyze online or offline reviews from your customers or agents about your escalation management process, or sentiment analysis to measure the emotions, attitudes, or sentiments of your customers or agents expressed in their feedback.

添加您的观点

5 Implement your escalation improvements

The final step is to implement your escalation improvements, which are actions or changes that you make to enhance your escalation management process based on your data analytics findings. You can use data analytics frameworks such as the Plan-Do-Check-Act (PDCA) cycle, the SMART (Specific, Measurable, Achievable, Relevant, Time-bound) criteria, or the AIDA (Attention, Interest, Desire, Action) model to implement your escalation improvements. For example, you can use the PDCA cycle to plan your escalation improvements based on your data analytics goals, do your escalation improvements by executing your action plan, check your escalation improvements by monitoring and evaluating your data analytics results, and act on your escalation improvements by adjusting or refining your action plan. You can use the SMART criteria to ensure that your escalation improvements are specific, measurable, achievable, relevant, and time-bound. You can use the AIDA model to communicate your escalation improvements to your customers and agents by capturing their attention, generating their interest, creating their desire, and prompting their action.

添加您的观点

Niall Byrne

Director - Customer Operations | Customer Experience Management | Expert in building, scaling and delivering satisfaction.
举报内容
This is the most important component of your escalation process. Solving escalations with the urgency and priority they deserve is important but it's critical to identify your lessons learned, remediation and mitigation preventing further escalations for the same reason.

已翻译

赞

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

添加您的观点

Customer Service

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

How can you use data analytics to track the progress of escalated issues?

1

2

3

4

5

6

1 Identify your escalation criteria

2 Track your escalation metrics

3 Analyze your escalation trends

4 Gather your escalation feedback

5 Implement your escalation improvements

6 Here’s what else to consider

Customer Service

给文章评分

感谢您的反馈

更多Customer Service相关文章

更多相关阅读内容

How can you use data analytics to track the progress of escalated issues?

1

2

3

4

5

6

1 Identify your escalation criteria

2 Track your escalation metrics

3 Analyze your escalation trends

4 Gather your escalation feedback

5 Implement your escalation improvements

6 Here’s what else to consider

Customer Service

给文章评分

感谢您的反馈

查看其他技能