Kristyn Emenecker remembers her first experiences within contact centres. “I would go out onto the smoking deck to get the real scoop,” she says. “What is happening? What problems are customers having? What is broken? The agents there always knew.”
It remains a tragedy that many companies often fail to harness the wisdom of their contact centre teams. Now, as Chief Product & Strategy Officer at Playvox, Emenecker is helping to put an end to this problematic pattern.
Striving to enable brands to better quantify customer feedback and illuminate pain points, she played an integral role in the recent acquisition of Prodsight, the analytics platform.
Prodsight puts customer insights on a plate for contact centre leaders. Grouping high-level topics, managers can aggregate statistics to uncover significant CX trends.
Yet, such a platform does not signal the end of “smoking deck conversations”. Agents can point managers in the direction of common customer woes. Prodsight then illuminates the full-scale impact of each, helping leaders to calculate all associated costs and build business cases.
Automatic ticket tagging also helps contact centres realise the true extent of failure demand. Removing human error from the process, operations can get to grips with why customers contact them. Such an understanding is invaluable, and a huge step forwards from disposition data, which is historically unreliable.
Providing users with such clarity and seamless experiences is a key differentiator of the Playvox approach, believes Emenecker. “At all levels of the contact centre, we proactively uncover sources of employee frustration, find patterns, and address them,” she says.
Tackling agent frustration, for example, the new automatic ticket tagging capability will streamline the after-call work (ACW) process. Yet, the company will also harness the full range of Prodsight’s capabilities to build on its existing offering and support first-class agent experiences.
An excellent example is building agent sentiment scores into its industry-leading quality management solution. After all, as contact centres migrate to hybrid working models, ensuring agent well-being is becoming a tricky task. However, by monitoring agent sentiment after every interaction, leaders stay up-to-date with induvial and team morale. Such a tool is perfect for the hands-on team supervisor.
Of course, the tool can also measure customer emotion. Therefore, Playvox clients can unlock intelligent routing strategies and targeted proactive campaigns to increase retention. Yet, from a broader CX standpoint, such functionality can massively enhance customer loyalty strategies.
As Deloitte research suggests: “Emotional responses… are paramount to almost everything that lies between the beginning and end of a consumer’s relationship with a brand. They inspire brand “stickiness” or loyalty, as well as advocacy.”
Through Playvox, CX teams can now track these emotional responses at the click of a button, enabling an advanced approach to customer experience management.
Such innovations enable companies to keep pace with industry leaders, while Playvox also has many more cutting-edge solutions ready to release in 2022.
“The analytics capabilities of Prodsight offer so many opportunities to evolve employee and customer experiences,” says Emenecker. “Over the course of the year, we will continue to develop an environment where everybody wins. That is the goal.”
From real-time analytics to agent-assist technologies, the potential for further innovation – given the scope of cutting-edge tools at Playvox’s disposal – is exciting. Undoubtedly, the software company is one to watch in the coming months.
