Genesys Xperience 2023 was indeed an inspiring and bold new way to ignite customer and employee satisfaction. As part of the event, Miratech who was also exhibiting at the event, contributed to the unique set of discussions with an inspiring topic that organizations should apply.
Erik Delorey, CX Practice Leader at Miratech, shared into how businesses can enhance KPOs and KPIs with new technologies and how to stay ahead of customer demands and the ever-evolving digital landscape.
With organizations always seeking practical strategies to drive business transformation, during his presentation, Erik how they can harness the power of emerging technologies, such as topic detection, gamification, and generative AI, to elevate user experiences and achieve sustainable growth.
A Brief Review of Hierarchy of Measurement in Contact Centers
Contact centers typically measure a variety of Key Performance Indicators (KPIs) and Key Performance Objectives (KPOs) to assess their performance and ensure effective customer service. While KPIs focus on quantifiable metrics, KPOs often encompass broader objectives aligned with the organization’s strategic goals. Here are some commonly measured KPIs and KPOs in contact centers:
It’s important to note that the specific KPIs and KPOs measured may vary depending on the contact center’s objectives, industry, customer base, and service channels (e.g., phone, email, chat, social media).
Some of the most important KBOs are referring to:
- Increased revenue
- Enhance customer satisfaction
- Market expansion
- Operational efficiency
- Regulatory compliance and risk management
- Decrease response times to customer issues
- Improved onboarding process
Depending on who is measuring these metrics within your organization, whether that’s contact center managers, the CX team, the IT department, or quality assurance, Miratech recommends that you keep track of performance to make data-driven decisions.
Analyze Customer Interactions for Data-Driven Decisions
One of the game-changing technologies discussed during the breakout session was topic detection. By automatically analyzing and categorizing all customer interactions, organizations can gain valuable insights into customer sentiment, preferences, and emerging trends.
These insights empower businesses to make data-driven decisions, personalize customer experiences, and optimize KPOs related to customer satisfaction and retention. Real-world examples and case studies highlighted the effectiveness of topic detection in increasing operational efficiencies and lowering service costs.
Boost Employee Engagement with Gamification
The breakout session emphasized the implementation of gamification techniques to enhance employee experience and motivation. Gamification transforms routine tasks into engaging activities by introducing elements like leaderboards, badges, and rewards.
By gamifying KPOs, organizations can foster healthy competition, boost employee engagement, and drive productivity. or example, using speech and text analytics combined with topic spotting within a gamification profile can be used to score points in categories such as compliance, up-sell, cross-sell opportunities, and buyer choice re-enforcement.
Some of the key strategies to implement gamification are to identify external metrics and integrate 3rd party data into agent UX interfaces, background processes, and CRM systems.
Generative AI: Streamlining Processes and Personalizing Experiences
Another promising technology explored in the session was generative AI, which opens exciting possibilities for automation and intelligent decision-making. By leveraging generative AI, businesses can streamline processes, automate repetitive tasks, and provide personalized recommendations to both employees and customers.
This not only enhances operational efficiency but also improves the overall experience for employees and customers alike.
Design Technology-Driven Programs for Success
Throughout the breakout session, attendees gained valuable insights and best practices for designing and implementing technology-driven programs that effectively enhance KPOs.
Emerging technologies such as topic detection, gamification, and generative AI can indeed be leveraged to elevate user experiences and achieve sustainable growth in the customer experience industry and contact centers. Here’s how each of these technologies can contribute:
- Topic detection involves using natural language processing (NLP) and machine learning techniques to automatically identify and categorize topics in customer interactions, such as emails, chat transcripts, or social media messages. By implementing topic detection algorithms, contact centers can:
By aligning these initiatives with business transformation goals, organizations can achieve sustainable growth, improve operational efficiency, and deliver exceptional customer experiences.
The Miratech breakout session at the Genesys Xperience event shed light on the practical implementation of emerging technologies to unlock business transformation.
By leveraging technologies such as topic detection, gamification, and generative AI, organizations can enhance key performance objectives, elevate employee and customer experiences, and achieve sustainable growth in the digital age.
. MiraCloud is a subscription-based implementation and support model for agile contact center delivery.
MiraCloud services can help businesses implement some of the issues described above within a part of a standard subscription package. The value of MiraCloud doesn’t limit your business to a single feature or service. With MiraCloud you can analyze and set new KPIs and KPOs to reach your business objectives.
From the architecture stage to delivery, proactive management, and optimization, your organization can keep all your software up-to-date and new attractive features coming.