CX in action: Skip the headache of manual workforce management and coaching

We took a short hiatus from our CX in action posts, as there was so much to talk about following our customer conference, Zoomtopia. But we’re back with real stories from the frontlines using AI-first Zoom CX solutions. In this post, we’re talking about workforce and quality management, specifically how insurance services provider, Amynta Group, is using Zoom Workforce Management and Zoom Quality Management to work smarter, not harder. 

With the busy holiday season for many contact centers almost upon us, we hope that you find something in Amynta’s story, or in our more in-depth use case guide, that will help you make your customer experience more effective, efficient, and memorable.  

If you haven’t read our other CX in action posts, go back and take a read to find out how to improve the customer journey with speed and trust and how to uplift your customers the smart way.  

Before implementing Zoom Contact Center, Amynta Group was struggling with an old legacy contact center system. Multiple systems that didn’t speak to each other made compiling reports and monitoring service quality tedious. 

By onboarding Zoom Contact Center, Zoom Workforce Management, and Zoom Quality Management, Tim Beamer, Amynta’s director of automotive warranty claims, has created a one-stop shop for Amynta’s contact center supervisors and agents to gain more insights and plan ahead. 

Let's take a closer look at how Amynta puts Zoom to work in its contact center:

1. Let history guide your future predictions

As soon as Zoom Workforce Management was up and running, Tim and his team started inputting their scheduling data based on manual schedules. At the 30-day mark, they saw some distinctive patterns. They found that the more information they feed into the system, the more valuable the output. By consistently monitoring the data, they can identify where to fine-tune service without making a sweeping change. For example, the Amynta team could tell if they were too heavy on early morning breaks or if too many agents were out to lunch simultaneously. Then, they could adjust and see the impact. 

2. Leverage scorecards to upskill agents 

In the past, Amynta’s QM process was much more manual and laborious. With Zoom Quality Management, they’ve set up multiple types of scorecards that help supervisors to hone in on training opportunities. They can get a more thorough view of each interaction, from how an agent greeted a customer to whether or not they successfully answered all of their questions. This has significantly increased first call resolution, reducing the need for customers to call back in repeatedly to get solutions to their problems.

3. Uncover deeper insights with AI-powered speech analytics 

In the past, Amynta’s QM process was limited to scorecard analysis. Today, with Zoom Quality Management, the Amynta team can get deeper insights across interactions by filtering specific keywords and phrases. For example, if Tim searches for a particular term, such as “transmission,” he can see how often it appears in conversations during a selected time frame. He can then isolate just those interactions and get valuable AI-generated insight into the recurring issues with the interactions that include that keyword. From there, his team can update knowledge bases and train agents on those recurring issues so they can respond more quickly and accurately to customers.

Get your copy of the full use case guide for more practical ways to amp up your customer experience and improve agent retention. This handbook for success showcases how you can reap the benefits of our solutions and make customer service improvements that delight customers and reduce agent churn through practical examples, including:

• More ways to break down organizational silos for faster, more accurate customer service resolution 

So many of today’s problems with customer service stem from the frustration of being stuck in a loop of no resolution (or the ‘Doom Loop’, as we call it). Customers are sick and tired of being passed around, waiting on hold, and repeating their issues time and time again. Learn how to create a more streamlined experience by bringing your organization together and providing a connected experience for customers.

• Practical applications of AI to empower customers, agents, and supervisors alike

From self-service to quality management and analytics, AI has the potential to revolutionize the customer experience. We’ll show you how to implement AI without losing the human touch in the mix, a factor that makes a big difference to your customers.

• Innovative approaches to CX that will help you differentiate

Meeting your customers where they are may require doing things differently. Get inspired by real-life examples and take a fresh look at how you can create an experience your customers can’t wait to share. 

• How to deliver ROI, improve CSAT, and retain agents

There’s no point in making even the smallest changes if you’re not confident they’ll deliver results. Each example in this guide, whether real life or in the early stages of implementation, has been hand-picked with core contact center metrics and ROI in mind. 

Download the full guide and use it to create those moments of delight your customers will love, or embark on a more transformational change. Then get ready to watch the magic happen.

In our first blog in the CX in action series, find out how Topaz Services delivers faster experiences with a human touch and in our second how InflectionCX uplifts and empowers agents with AI. 

Find out more about how Zoom CX can future-proof your contact center here.