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Implementing a best-in-class customer service solution does not end at go-live. Keep your solutions performing at the highest levels and continue to reap the benefits.
Your business and your customers are constantly changing. New products, services and marketing campaigns impact why – and how – your customers contact you. Customer expectations of technology solutions are also quickly shifting, so don’t let your customer service solutions fall behind. Stay ahead by continuously evolving and improving.
The best service experiences rely on solutions that adapt to changing customer needs. By analysing customer behaviour and interactions, Nuance can fine-tune your solutions to meet the latest need.
Changes to your business and customer expectations can impact the performance of your self-service solutions – and the valuable ROI your business relies on. A continuous improvement initiative will safeguard your ROI and business benefits.
Continuous improvement programmes generate invaluable insight into shifting business and customer needs. Leverage this insight to not only improve your current solution but to continuously plan the direction of your customer service and sales solution strategy.
At Nuance, continuous improvement is engrained in the fabric of our process, and we perform over 200 solution optimisations each year. It all starts with delivering intelligent customer service solutions that exceed current expectations of your customers and your business. Once launched, we quickly measure baseline performance against business expectations. Next, we perform a deep analysis, identify key opportunities for improvement and deploy enhancements. Finally, a continuous cycle of measurement, analysis and improvement is applied to ensure optimal results over time. Continuous improvement programmes are not just for Nuance-deployed solutions – we can improve the performance of any customer service solution. Our continuous improvement programmes include:
Quick analysis and readout of current performance against defined KPIs used to identify overall effectiveness and areas that require focus.
Deep evaluation of solution performance, including user behaviour, trends, vocabulary and knowledge base, plus speech recognition accuracy. A thorough performance report includes opportunities for improvement as the basis for launching enhancements.
Programmes utilise a combination of snapshot and optimisation cycles over a defined period of time – typically several years – with clear objectives to impact defined business KPIs and meet ROI targets. A governance process is implemented where phases to measure, analyse, recommend and improve are tightly managed to ensure that targets are met.
Nuance recently partnered with a top healthcare insurance provider to develop a common IVR solution across their legacy business and a newly acquired insurance provider. Upon launch of the combined speech and natural language customer service IVR solution, we entered into a three-year continuous improvement programme. Within the first 18 months:
enhancements implemented in six separate releases.
increase in call containments.
reduction in agent-to-agent transfers.
saved in contact centre service costs.
