Turning Voice Insights into Action
Blog: Jim Sinur
We all know that we can detect what is happening by listening to customers or employees and turning those insights into better long-term success actions. It is essential to think about the bigger picture when doing the small things because what you hear from your customers today shows up in your financials tomorrow. By listening to the vocabulary, speed of talking, the speech’s energy along with the pitch can unlock some critical trends. By matching the descriptions, insights, and potential problems to positive actions, organizations can steer outcomes in their direction. So, what actions can organizations take to affect the results they want for their reputation and financials? This post will identify several actions to take when voice data indicates a need for change.
Actions for Customers
Better link to Customer Goals
Often organizations are focused on their own goals and short-term KPIs without considering the customer’s goals or where they are on their journey. Focusing on customer goals helps move organizations from just performing their transactions at their doorstep in a minimum time window to solve the customer’s real needs.
Adapt Real-Time for a Better Experience
When customer representatives encounter a problematic situation or customer, voice sentiment can help intercept negative emotions, predict potential outcomes and suggest appropriate responses.
Collect Ideas for Product/Service Improvements
Often representatives are too busy servicing the “now request’ and don’t hear the suggestion for a new or better product/feature. Even if the rep understood the hint, often completing the immediate transaction overrides collecting the good ideas.
Defuse Emotions by Better Listening
Sometimes predicting negative emotions can trigger the representative to go into the listening mode to show empathy. Voice sentiment can warn all of a conversation headed for difficulty.
Collect Ideas for Better Customer Journeys
There are often suggestions for better products/services, but sometimes a tweak in the journey, even if only at your organization’s doorstep is helpful long run. In rare cases, organizations can look at the more significant customer journey and link to other partners for a seamless experience.
Actions for Employees/Stringers
Assist Employees with Better Responses
By listening to situations, management can assist employees with additional collaborations with other employees or knowledge bots to help while clients are on the line or online at the web.
Manage Remote Workers More Effectively
By listening to workers, management can hear the interactions to help employees proactively manage their technologies and businesses better.
Rollout New Processes & Scripts for Outcomes
Employees are often the lightning rods for organizations and ideas for tweaks to the processes. This focus is genuine for remote workers who feel alone and isolated.
Build Assists for Balancing Corporate KPIs with Customer Goals
To change the balance from KPIs and to get the customer off the phone as fast as possible, organizations can listen between the lines for satisfying customers better.
Listen for Training & Promotional Opportunities
By analyzing conversations, organizations can find stars to promote and train those employees that are struggling.
Actions for Management
Identify New Segments/Personas
By listening to voice data, management can identify new and emerging groups of prospects or customers to build unique paths for them,
Update Scripts for Better Outcomes
By listening to sticking points in scripts or exceptions to the well-worn paths in a script, management can adapt for better future outcomes.
Identify Automation Potentials
By listing to typical patterns of activities and areas of too much manual activity while the client is sitting there in silent lucidity, automation opportunities will rise for attention.
Identify Churn Threats
Analyzing specific phrases and sentiments, individual customers or segments can be identified for future churn. Management can respond with an exceptional follow up instead of a rigged survey.
Competitive Differentiation via New Products/Features
Customers always have great ideas, but if they slip through the cracks, organizations lose and future interactions with other clients.
By leveraging voice data and analytic insights, organizations can not only understand issues and opportunities, but they can proactively respond to immediate needs and build for future outcomes. This habit requires turning insights into the proper actions at the appropriate time. Voice analytics is one of the more powerful methods for organizations to leverage in their digital transformation journey.