May 2023: We analyzed top agent behavior from 230k conversations. Here's what we found.
What's the difference between a top performing agent and a bottom performing one?
This is a question our customers are constantly trying to answer - and you may be too.
Now, we have answers.?
We took 230,000 agent-customer interactions and analyzed them to better understand what sets top performing agents apart.?
In our new series,?Observe.AI Insights, we're sharing data science-backed findings you can use to improve contact center performance.
After all, contact centers are on the front line of driving revenue and customer satisfaction, but how well you perform depends entirely on your agents.?
And let's face it: An agent's job is not easy.?
1 in 4 contact centers reported having?mostly bottom performers,?according to our survey of 300+ contact center leaders.
When agents don't execute calls consistently or handle objections well, it results in missed opportunities.?
In our blog, we're sharing?3 behaviors top performers exhibit?more often than bottom performers - backed by 230,000 interactions worth of data.?
We hope you like it - and we're just getting started.?
Data Analyst, Observe.AI
P.S. Here's a little secret: You can actually do these analyses with your own contact center conversations. This is the power of conversation intelligence at work.
Story of Transformation: Figo Pet Insurance
Figo Pet Insurance is a Chicago-based pet insurance and technology provider committed to helping pets and their families enjoy their lives together.
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When Figo originally met with us, their contact center leaders communicated that they had limited visibility into what was happening on the front lines, which was impacting compliance, agent coaching, and business decisions.
After implementing Auto QA by Observe.AI, Figo evaluated all customer interactions and provided the entire company with actionable insights that fueled automatic detection of compliance violations, agent coaching improvements, better business decisions, and improved operations. Specifically, Figo saved 27,000 hours by using automation and experienced a cost savings of $700k with Auto QA.
Interested more on how they did it? Read the full story of transformation here.
Latest Webinar: What Contact Centers Need to Know About Generative AI
By now, Generative AI and GPT likely need no introduction. We've written about it extensively, as has just about the rest of the world.
And one thing is clear, Generative AI for the contact center is not going away--and contact center leaders are eager to embrace it.
This is precisely why we held a 1-hour webinar with Observe.AI's CEO and Co-Founder, Swapnil Jain , and Chief Scientist, Jithendra Vepa , walking through what contact centers need to know about Generative AI.
Upset that you missed it? Don't worry, you can watch the full webinar here.
New on the Blog
Check out our most recent blogs centered around Generative AI, top agent behaviors, and a new feature release.
What's to Come:
1886 Publishing | Writer | Ageism | Inclusion
1 年If a Contact Center Team Leader or Quality Analyst don't do this type of analysis, and it is not able to answer the 1st question, the issue is bigger! ????
Administrative Assistant @ LinkedIn | Business Administration, Google Cloud
1 年Thanks for sharing