tsw2012--hidden in plain sight: the real conversation
DESCRIPTION
Did you know that you have data hidden in plain sight? David Lowy of Moxie Software explains where to find it and how it can be used to improve customer service, product management, and more.TRANSCRIPT
1 PROPRIETARY &
CONFIDENTIAL
HIDDEN IN PLAIN SIGHT:
UNCOVER THE REAL
CONVERSATION
David Lowy | VP, Product Management
2 PROPRIETARY &
CONFIDENTIAL
WHY?
We’re bridging the gap in basic interaction center
reporting and analytics by leveraging structured data and unstructured text.
2 PROPRIETARY &
CONFIDENTIAL
3 PROPRIETARY &
CONFIDENTIAL
STRUCTURED
DATA SOURCES
4 PROPRIETARY &
CONFIDENTIAL
OPERATIONAL
DATA
• AHT / FCR /
Concurrency
• Sales Conversion
• Disposition Codes
5 PROPRIETARY &
CONFIDENTIAL
CUSTOMER
SATISFACTION
DATA
• Survey Results
• Net Promoter Score
• Others
6 PROPRIETARY &
CONFIDENTIAL
PRODUCT /
SERVICES
SALES DATA
• Web Sales
• Live Interaction
Sales
• Post Interaction
Sales
• Revenue / Uplift
7 PROPRIETARY &
CONFIDENTIAL
THE POWER OF
COMBINED
ANALYTICS
7 PROPRIETARY &
CONFIDENTIAL
8 PROPRIETARY &
CONFIDENTIAL
CONTEXTUAL AWARENESS TEXT
ANALYTICS DRIVES INSIGHT
• How long do chat sessions take when the customer was talking about _______?
• How many emails does it take to resolve when the customer references _______?
• What are the key words customers mentions about _______?
• What is the customer sentiment change over a longer session?
9 PROPRIETARY &
CONFIDENTIAL
MODEL CUSTOMER
BEHAVIOR AND FLOW
• From web experience (self-service) to live
assistance
• Model intent versus actions
• Model proactive offers based on live interactions
• Dispositions and notes versus actual
conversation
10 PROPRIETARY &
CONFIDENTIAL
CONSUMERS
10 PROPRIETARY &
CONFIDENTIAL
11 PROPRIETARY &
CONFIDENTIAL
INTERACTION
CENTER
MANAGEMENT
• Cost reductions due to
deeper insights on
FCR, AHT, etc.
• Additional Agent
Training and Scoring
Analysis
• Self-service escalation
analysis
• Proactive Service Offer
models
12 PROPRIETARY &
CONFIDENTIAL
PRODUCT
MANAGEMENT
• Deeper analysis
interaction root
cause
• Customer query
trends
13 PROPRIETARY &
CONFIDENTIAL
WEB SALES
MANAGEMENT
• Self-service
escalation analysis
• Proactive Sales
Offer models
14 PROPRIETARY &
CONFIDENTIAL
MEGA
TRENDS
• Demand indicators
• Supply / inventory
management