Revolutionizing Customer Service with Conversation Analytics: Insights from Industry Experts

Buckle up, customer service enthusiasts! As we dive headfirst into the exciting world of conversation analytics. In Etech's latest Leadership and CX podcast episode, Steve Trier and Don Davey , two seasoned veterans from Creovai , share insights that are bound to leave your mind buzzing! Hosting them was my dear friend and Etech's insights wizard, Manu D. . These guys are at the forefront of a technology that's not just changing the game – it's rewriting the rulebook entirely.

So, whether you're a contact center manager looking to boost your team's performance or a tech aficionado curious about the latest in AI-powered customer service, you're in for a treat. Let's unpack the golden nuggets from our conversation and explore how this cutting-edge tech is transforming the customer service landscape!

Key Highlights:

1. Beyond Transcription Accuracy: While good transcriptions matter, what's more crucial is the ability to derive accurate insights, even from imperfect transcriptions. Thanks to advanced ML and AI, the context of conversations can be understood even with some transcription errors.

2.?Real-Time is the Real Deal: The power of conversation analytics lies in its ability to provide real-time guidance to agents. As Steve put it, "Any delays or any latency in that information, well, the agent will stop using it."

3. From Subjective to Objective: One of the biggest mindset shifts is moving from subjective to objective data. Don't be alarmed if your new metrics look different from your old ones – you're now seeing the full picture across all interactions.

4.?Start Small, Think Big: Start with a few key metrics that matter most to your business and build from there.

5. Empowering Agents: Conversation analytics isn't about replacing agents; it's about empowering them. By providing real-time guidance and feedback, agents can handle more complex queries with confidence.

Subscribe to Etech Podcast ||| Listen on Spotify ||| Listen on Apple Podcasts

Actionable Insights:

• Focus on Key KPIs: Don suggested tracking metrics like agent advocacy (how often agents express they'll take care of the customer's issue) and powerless to help situations. For sales environments, track if agents are asking for the sale and providing rebuttals to objections.
• Leverage Root Cause Analysis: Steve highlighted Crevoai’s root cause feature, which can pinpoint exactly what's causing increased handle times and quantify the potential savings from addressing these issues.
• Implement Continuous Improvement: Don recommended setting up automated weekly reports for agents, allowing for more frequent, data-driven coaching sessions that take minutes instead of hours.

The Future is Now:

As Steve pointed out, "As much has changed in the last five years, I think more will change in the next 5 months." Conversation analytics is not just about improving metrics; it's about understanding the 'why' behind those metrics and taking action in real-time.

"Insight for insight's sake is worthless. Insight for action's sake is where you want to be." - Steve Trier

Remember, implementing conversation analytics isn't just about the technology – it's about the mindset shift. It's about moving from subjective to objective data, from reactive to proactive actions, and from guesswork to data-driven decisions.

How is your organization currently leveraging conversation analytics? Are you tapping into the power of real-time insights? Share your experience in the comments and subscribe to Etech's podcast for more valuable CX and leadership content!