Generating a Baseline with Conversation Intelligence

As we approach the holiday season, this is the time to drive significant sales for many brands, which ultimately impact a company’s bottom line for the entire year. And every year too, contact centers face the challenge of scaling their services to meet this increased demand. To address this challenge, companies must dive deep into historical data and insights, to ensure they are ready and able to meet the demand that the holiday season brings. 

In this blog series, the 3 Step Guide to Using Conversation Intelligence to Prep for the Holiday Season, we discuss how and why Conversation Intelligence can help us achieve our most successful holiday season yet. 

The first crucial step in this preparation is generating a solid baseline through conversation intelligence. But why is this important, and how can it set the stage for a smooth holiday rush?

Understanding the Voice of the Customer (VOC)

The voice of the customer is a term used to describe the in-depth process of capturing a customer's expectations, preferences, and aversions. By analyzing last year’s conversations or a recent batch of significant volume, we can uncover patterns and trends in customer behavior and expectations. Did customers need more payment options? Were they looking for expedited shipping? These insights can help prepare your contact center to meet and exceed customer expectations.

Quality Assurance (QA) Steady State

Besides VOC, establishing a QA steady state is vital. This means evaluating the quality of interactions between agents and customers to ensure your team is delivering consistent, high-quality service. By analyzing interactions, we can identify areas where agents excel and opportunities for improvement. Are there common questions that stump your agents? Are customers frequently dissatisfied with a particular aspect of the service? Knowing this helps tailor training programs to bolster agent performance where it counts.

The Power of Baseline Data

The baseline data serves as a reference point for measuring improvement and change. It provides a clear picture of where you are and sets the foundation for where you need to go. With conversation intelligence technology, you can sift through thousands of calls to extract actionable insights, revealing the strengths to leverage and the gaps to close.

Delivering Actionable Insights

With Pathlight Conversation Intelligence, you can readily establish a baseline based on your current data. Imagine having a comprehensive report of your contact center's performance, customer sentiment, and agent effectiveness in just one day. This swift analysis allows you to implement data-driven strategies well in advance of the holiday season, ensuring your contact center is not just prepared but primed for success.

Are you ready to step into the holiday season with confidence? With Pathlight Conversation Intelligence, we are able to analyze 1000 calls with a 24-hour turnaround time. Click here to learn more. 

And stay tuned for Part 2 of our series, where we discuss how you can take a more proactive approach to preparing for the holiday season.