This client has a large and very public global footprint, which means it is extremely important that they provide a consistent experience for patients and providers no matter where they are located.
In order to maintain a consistent and exceptional CX experience, this company needed the ability to immediately and reliably identify trends in the types of calls they receive for a specific product, identify if the IVR (interactive voice response) containment changes in region, or if there are any positive or negative trends they need to investigate.
For example, when looking at conversations related to a specific drug offered by the company and regional call trends related to that drug, the contact center team saw a 50% ‘Transfer-To-An-Agent’ rate in the US and only 30% in the UK. With this information, they can then start drilling down to figure why transfer rates are higher in certain regions and address staffing or training decisions to improve the experience and call flow.
In order to effectively manage and analyze these types of trends on a massive global scale – without disrupting their current technology infrastructure – the client wanted to utilize the participant data or custom attributes that were automatically attached to interactions within their current contact center platform.
Usually in the IVR, or during a component of routing, the success or failure of call routing can be determined by the participant data: containment percentages, number of interactions that connect to agents, regions where more interactions are occurring, or product lines with more interactions occurring, are all important areas for this pharmaceutical leader to utilize attributes to help surface experiences that are outside the norm.
emite’s highly visual dashboards and wallboards enable workforce management (WFM) and leadership teams to see all of the custom attributes and call flow data in one single pane of glass, making it much easier to identify in-the-moment if call routing is successful or if there are any anomalies that need further investigation. Ultimately, insights from emite allow the client to drill-down on any outliers and investigate and/or remediate any trends that are surfaced, either positive or negative.