Best Practices

Interaction Analytics allows you to ask questions and find the answers you need to provide the best customer experience possible. Interaction Analytics is a valuable tool to discover opportunities for growth and improvement in your organization by analyzing your interaction data. You will get the most out of IA by understanding what to look for and how to make and measure improvements.

Learn more about the following practices to optimize your use of Interaction Analytics:

• Establish a baseline of your current performance.

• Measure progress from your baseline.

• Turn your insights into action.

Questions to Consider When Using Interaction Analytics

It is important to consider the goals and insights you want to achieve using Interaction Analytics. Before you start creating categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends., datasets Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria., or workspaces Named view of one or more widgets. you should decide what you want to learn.

Keep the Big Picture in Mind

When using Interaction Analytics, it's best to develop a broad perspective of what your goals and needs are as an organization. You'll want to focus on bigger issues related to your business, organization, products, customers, and competitors. You can use IA to answer big picture questions such as:

• What are the customers saying about the business?

  • What are they happy about?

  • What are they frustrated about?

• What are our competitors doing?

• What is causing the business to lose money?

  • Are customers displeased with services or products?

• Are there missed opportunities for sales?

• How is a new promotion/sale going?

  • Are agents or customers talking about it?

  • Is it generating questions or confusion?

  • What is the sentiment, frustration, resolution, and silence time for these interactions?

• Are customers talking about specific products?

• What are the impacts of a new change in procedures, vendors, or process?

  • Has the interaction silence When neither the client nor the agent are talking during an interaction. Silence is considered notable if it lasts three or more seconds. Total notable silence for an interaction is the sum of all notable silence periods. or interaction duration increased?

  • Has the volume of interactions spiked?

  • Are customers frustrated?

  • Has positive or negative sentiment increased?

Dig Deeper

After determining broader goals and objectives for using Interaction Analytics, you'll want to dig deeper to refine your perspective and narrow your approach. After answering big picture questions, you can determine how to train agents and improve procedures to address the insights you've already made. Start asking more specific questions to tailor your use of IA to what's most important. Use Interaction Analytics to answer questions such as:

• What are the agents saying?

  • Are agents saying the correct phrases and making offers as necessary?

  • Are agents omitting required phrases?

  • Is the agent making a sales pitch? Look for the keywords and phrases indicating the pitch is stated.

  • Are agents following correct procedures?

  • What areas do agents need better coaching on?

• What are the differences between how support agents and sales agents handle issues? If callers reach these agents in similar ways, they will expect consistency in experience and language.