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Why is this important? When an IVR platform is refreshed— whether with a natural language menu rewrite, voice biometric passwords, or virtual on hold queuing—to offer a significantly improved customer experience with less IVR talk time, faster access to data, and more self-service options, the business wants to see positive results. Over time, the workforce optimization platform adjusts to the new platform’s capabilities and re-distributes the workforce accordingly, but what occurs when the new deployment or platform was deployed using less than best practice methodology listed above? The aggregation and organization of this data is critical when the IVR platform starts to re- prompt callers for information and callers get frustrated and either opt-out intentionally or are forced out due to application logic. When containment rates drop 5% and customer satisfaction drops 3%, the business will feel its impact in real-time and direct operations teams to remediate the issue. In situations like this, it isn’t the operational metric of Mean Time
To Repair that is going to save the organization, it’s the Mean Time To Understand what is causing the issue before a plan to repair can be put into place. Having proactive automated customer experience transactions and back- end- transactions looking at application-level performance and system component health, overlaid on top of network statistics at a device and route level, gives teams the information they need to classify technical abnormalities and distinguish them from usability issues. The proactive automated customer experience transaction will assist them in understanding if the user theoretically could achieve their intended task rather than their desire to bypass it. Data analytics and classifying issues in real time is how businesses will build their contact center assurance programs to ensure the IVRs of the future continue to protect customer satisfaction numbers—rather than ruin them.
_When containment rates drop 5% and customer satisfaction drops 3%, the business will feel its impact in real-time and direct operations teams to remediate the issue.
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