OPERATIONALIZING JOURNEY ANALYTICS FOR THE CALL CENTER

Your contact centers serve an important role in supporting real time interactions with customers. Our customers count on ClickFox to expose these interactions across the multiple disparate systems in the contact center for an omni-channel view of the customer journey.

The results of a better experience


SELF-SERVICE IMPROVEMENT

Enable your customers by carefully studying the processes and inputs required to serve your clients within the IVR. From prompt variations, recognition parameters, and data collection points, find out how your systems create barriers to customer journey success.


10%

increase in self service containment rates

AGENT TRANSFER REDUCTION

One of the hidden costs within the contact center is the quiet challenge of the agent to agent transfer. Use journey analytics to locate the breadth of the issue in your systems and detect the potential multi-channel journeys that are the true drivers of agent calls.

20%

improvement in agent to agent transfer rates

FIRST CALL RESOLUTION

There is nothing more frustrating than having to make multiple calls into the contact center in order to get your needs addressed. Journey Analytics can quickly identify patterns of behavior, either customer or agent driven, that can increase the prospect of generating a repeat call and increasing your cost to service your customers. Let the right agent help the customer solve the right problem the first time.




15%

improvement in repeat calls

CALLER AUTHENTICATION

Providing your customers a trustworthy and secure phone experience is critical to collecting the inputs required to serve them. Whether your center utilizes account and pin or cutting edge voice recognition, get them to their answers faster by finding the obstacles you've unwittingly constructed for them.




20%

jump in self-service authentication

CSAT/NPS IMPROVEMENT

Connect data with upstream touchpoints to uncover the interactions and behaviors that drove survey results. Understanding the customer journey before filling out a survey is key to reducing pain points for the greatest lift in client delight.




10%

increase in NPS/CSAT scores

COMPLAINT REDUCTION

Realize the hidden patterns in customer behavior prior to
an executive or regulatory complaint in order to delineate necessary process improvements, optimal intervention points, and strategies for de-escalating negative sentiment before it becomes a breaking point.




10%

improvement in overall complaints

Case Study: Customer Success Story

One of the world’s largest financial institutions serving individual consumers, small and middle market businesses and large corporations, wanted to understand how their customers moved through a variety processes, self-service and assisted. Given the call volumes and the bank’s abiding principle of offering unmatched customer convenience, the need to discover the actual customer journeys being experienced within the interactive voice response (IVR) system was most pressing.
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"Before we had ClickFox, we needed to ask a question to get an answer; as a result we needed to know the right question to ask to find the right answer. With ClickFox, we discover key issues and customer behavior patterns without asking a single question."

- Fortune 50 Financial Services Customer

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Omni-channel KPI's you can't get anywhere else

Get up-to-date cross-channel measurements to the employees who need the data. Let them drive decisions based on your customer’s real behavior and needs.

Blog: The Subtle Art of Reducing Call Volume

Reducing customer service call volume is a frequently cited objective for many businesses. Contact with live agents is expensive, particularly when compared with self-service options such as an IVR system or digital service platforms. ClickFox worked with the customer to discover which customer journeys drove high call volumes.
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