5 ways of delivering CX reporting best practice
Optimizing CX with Eptica
Given the importance of customer experience to the bottom line, it is vital that brands understand how they are performing on a day to day basis. Not only does this enable them to measure their efficiency, but more importantly it provides insight that can be used to constantly improve how they operate, enabling them to meet continually rising customer expectations.
That’s why here at Eptica we provide comprehensive reporting functionality as part of our customer experience platform. Part of our series on optimizing CX with Eptica, this blog post explains how reporting can power customer experience improvement, as well as giving you the ability to enhance productivity. To read the three previous posts in the optimizing CX series on creating blended agents, improving the agent experience and reducing Average Handling Time while safeguarding quality, simply click on the links.
At its heart effective CX reporting delivers four key benefits:
- It enables brands to analyze activity, measure productivity and operate efficiently
- It highlights areas for improvement, such as in the content provided to agents through templates, and consumers via self-service answers
- It allows scheduled reports to be generated to show performance and to provide management insight
- It provides information that can be shared with teams and used for coaching to achieve performance improvements at both an individual and team level
From my experience working with leading Eptica clients there are five specific ways that they are achieving best practice in reporting:
1. Measuring productivity
Through Eptica you can see exactly what is happening in real-time within your contact center, enabling you to track baseline metrics such as the number of messages responded to by agents and average handling time (AHT) at an overall, channel, team and individual level. This enables you to benchmark and compare performance and identify team and individual areas for improvement.
2. Showing overall contact center activity
This provides a consolidated view of productivity across the contact center, looking at how many requests are received and how quickly and satisfactorily they are responded to. This builds over time, allowing comparisons between specific periods, such as the Peak season in retail.
3. Delivering quality of service metrics
Every brand has specific targets for customer service activities, whether it is responding within a specific timeframe, successfully answering queries within a minimum number of contacts or meeting a service level agreement (SLA). Eptica’s reporting can be tailored to these specific metrics in order to give a clear, consistent view of performance against key targets.
4. Providing an early warning and comprehensive view of customer issues
Eptica allows supervisors to define a range of categories that agents can use to classify incoming customer requests. For example, a retailer might have topics such as delivery issues or returns. By monitoring these categories supervisors can see which topics have the biggest volumes, and if they are increasing or decreasing. This can provide an early warning of problems – for example, if there is suddenly a surge in queries around delivery problems, this can be investigated and addressed. It also gives a clear view of what the main issues consumers are raising, allowing you to work on them to improve customer satisfaction.
5. Highlighting areas for improvement
Knowledge is central to meeting customer expectations, whether it is being used to respond to email or social media queries, over the phone or provided direct to consumers through self-service systems. Eptica’s centralized knowledge base enables brands to deliver consistent, accurate and up to the minute information across multiple channels. However, knowledge never stands still and answers should be continually monitored and improved where needed. Eptica’s reporting lets you see what percentage of queries are being answered using knowledge content, such as email templates, and also identifying any gaps in knowledge that need to be filled. This all helps constantly improve the customer experience and increase loyalty.
Outside these five best practice areas, Eptica also supports brands through its ability for managers to drill down within reports to find more details and views that allows activity to be measured at a message or conversation level. Data can be easily exported to other applications, and can be used to underpin deeper conversational analysis as part of Eptica’s vecko customer intelligence tool. To find out more about optimizing your Eptica reporting simply contact your account manager, who’ll be happy to put you in touch with our professional services team who can provide training and advice.