You know there have to be ways to turn your service department into a finely tuned machine. But do you have time to analyze every customer interaction?
100% of conversations are run through Augment CXM's semantic deep learning engine which tags them with key insights and CX KPIs, like AHT and CSAT. This allows you to know exactly how each agent performs, and where they could use some more coaching.
"You're interested to check in on your agents and see which ones are struggling the most. You notice 'Devin Lewis' has a low average NPS and his conversations are taking nearly an hour. Then you can click in and learn that he's struggling with a few topics, including a newly trained product issue requiring 'power resets'."
Augment CXM's Insight Discovery system looks beyond keywords and allows you to discover unique patterns of conversations to understand where your company excels and where is could use some work. Easily find gaps in your marketing communications, product features, and more!
"You're wondering if the issue you found with Devin is propagated across your team. So, you decide to launch a search and find out how many customers are talking about this 'power reset' problem. Results are given in under 5 minutes, without listening to hundreds of calls or reading thousands of messages."
Understand exactly which insights are impacting your customer support team the most. Show the exact AHT, CSAT or NPS improvement your company stands to gain if you're able to rectify these problematic insights.
"After reading into this 'power reset' issue even more, you realize that training your team on proper handling of this case would increase your company's NPS by a massive 2.5 NPS points. You set time with your agent supervisors to discuss options immediately."