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  • 1.  Identifying poor behavior (No Response) on digital messaging channels

    Posted 09-20-2023 13:14
    Edited by Dave Chivers 09-20-2023 13:28

    Hi everyone,

    We have quality teams spending large amounts of time going through individual interactions to try and identify occasions where a customer contact has come through on via a digital message, connected to an agent and has received no response

    Is there a way within Text Analytics, to quickly search for these instances where there has been communication between the bots/messaging flow and the customer, but no interactions from the agent?

    Cheers

    Dave


    #DigitalChannels
    #Reporting/Analytics

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    Dave Chivers

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  • 2.  RE: Identifying poor behavior (No Response) on digital messaging channels

    Posted 09-20-2023 18:23

    Nothing like a shameless plug, but maybe this will give you some insight.

    https://robertwc.blogspot.com/2023/08/turning-quality-management-to-100.html?m=1



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Identifying poor behavior (No Response) on digital messaging channels

    Posted 09-21-2023 03:30
    Edited by Dave Chivers 09-21-2023 03:47

    A really insightful post, thank you for sharing! I have passed along to our internal QA team to read too! 



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    Dave Chivers
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  • 4.  RE: Identifying poor behavior (No Response) on digital messaging channels

    Posted 09-21-2023 01:55

    Hey Dave, 

    This is/has been a problem in a lot of places. Especially where the web message doesn't indicate to the customer that an agent has connected (unlike web chat where it was displayed)

    The time to engagement was drawn out as agents found this out and used this as a way to either quiet park web messages or flat out not talk to a customer. 

    I've built a little app that takes care of a few of these issues around web message, and one part of these is the app/plugin will automatically start the engagement with the customer by sending a welcome message to the customer upon connection. This happens as soon as the agent answers the web chat and to the customer appears to show the agent typing/sending it. 

    From there, it's a lot harder to hide behind when the chat connected and the customer knows there is someone on the other end of the screen. 

    Get in touch if I can be of more help. 

    Side note, RWC is very right in his blog post, there are a lot of ways to catch this out after the fact and if you combine proactive with reactive you can stomp this out once and for all. 



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    Lawrence Drayton
    Prvidr Pty Ltd
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  • 5.  RE: Identifying poor behavior (No Response) on digital messaging channels

    Posted 09-21-2023 03:33
    Edited by Dave Chivers 09-21-2023 03:47

    Hey Lawrence,

    Thanks for the response! 

    I would be very keen to hear more about the work you have done in this space, if your happy to share your email I could set up a call.



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    Dave Chivers
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  • 6.  RE: Identifying poor behavior (No Response) on digital messaging channels

    Posted 09-21-2023 22:42

    Hey Dave,

    For sure - shoot me an email at lawrencedrayton@gmail.com



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    Lawrence Drayton
    Prvidr Pty Ltd
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