Real-Time Customer Feedback Mitigation in Contact Centers
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Solution Overview
Problem
Call centers face challenges in addressing negative customer experiences in real-time, as existing feedback systems provide insights only after the call is completed, allowing bad experiences to go unmitigated and potentially harm the company's reputation through social media sharing.
Innovation Solution
A system that provides real-time feedback during customer-agent interactions, allowing for immediate mitigation of issues through customer feedback received via various communication modes, such as audio menus or web interfaces, and initiating actions like supervisor escalation or expert involvement.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If feedback is collected after the call is completed, then the feedback processing is simple and straightforward, but the bad customer experience cannot be mitigated in real-time and may be shared publicly causing harm to the company
Solution Approach 1:
The system performs preliminary actions by collecting feedback during the call itself, before the call ends. This allows the call center to take corrective actions while the customer is still engaged, preventing negative experiences from escalating or being shared publicly. The feedback collection happens proactively rather than reactively after the fact.
Solution Approach 2:
The patent implements a real-time feedback loop where customer feedback is collected during the call, processed immediately, and used to trigger corrective actions. This continuous feedback mechanism enables dynamic adjustment of the customer service interaction, allowing agents and supervisors to address issues while they are still occurring, thereby improving overall customer experience quality.
2Reliability
If real-time feedback is collected during the communication session, then immediate remedial actions can be taken to improve customer satisfaction, but the system complexity increases with multiple communication modes and processing requirements
Solution Approach 1:
The system is designed to handle multiple communication modes (voice calls, text messages, social media interactions) through a unified feedback collection platform. This multi-functional approach allows the same system infrastructure to process feedback from various channels, reducing the need for separate specialized systems for each communication mode while still enabling real-time intervention.
Solution Approach 2:
The patent introduces an intermediary feedback processing system that acts as a mediator between the customer-agent interaction and the corrective action mechanisms. This intermediary layer collects, processes, and routes feedback information, coordinating between different system components (agents, supervisors, knowledge bases) without requiring direct complex interactions between all parties, thereby managing system complexity.
3Ease of operation
If feedback is collected through the same communication mode as the session, then the customer experience remains consistent, but the feedback may not be captured as effectively as through alternative communication modes
Solution Approach 1:
The system creates parallel communication channels by offering alternative feedback collection modes (such as text-based feedback during a voice call, or social media posts during a chat session). These alternative modes serve as copies or supplements to the primary communication channel, allowing customers to express feedback in the mode most comfortable for them, thereby improving both ease of operation and measurement precision.
Data Source
AI summary
Described are embodiments for providing real time feedback during communication between a customer and a contact center agent to allow a bad customer experience to be mitigated. Embodiments include a system that can identify and mitigate issues that may arise during the communication between the customer and the customer agent including a customer agent's performance, escalation to a supervisor, materials shared with the customer, wait time experience and/or other aspects of the communication. The feedback is provided while the customer and agent are still communicating. The feedback is linked to the specific session and agent. If an issue is identified, steps are taken to mitigate the issue.