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Sunday, April 15, 2018



What happens when a premier cruise line makes business outcomes a top priority?

I recently met with two leaders from the cruise line, and they shared insights and experiences on how they drive customer engagement—while adding real value to their organization by leveraging some of the latest analytics and automation capabilities.

Here’s some of what they’re doing:

Leverage speech analytics to identify and implement innovative business improvement solutions.

They discussed how speech analytics can transcribe and analyze 100 percent of their recorded interactions between guests and the contact center to help surface valuable intelligence. Speech helps the team automatically discover and analyze words, phrases, categories and themes spoken during calls to reveal rising trends and areas of opportunity or concern.

One of the most powerful discoveries was that the process of online check-ins by cruise passengers was one of the organization’s most painful types of call. These calls had the highest average handle time (AHT)—more than 19 minutes per call.

By analyzing these types of calls with speech analytics, the team was able to reduce AHT by 17% (93 seconds) and save $65,000 per year through decreased labor costs. The team also identified operational improvements to the reservation system and other areas that resulted in $253,000 in additional annual cost savings. 

Use performance management scorecards as a management framework to drive improvements in sales conversions.

The organization uses advanced scorecards with custom key performance indicators (KPIs) to provide all agents with a single, standardized view of their performance so they can track, manage and improve the quality of their work.

The primary KPIs on the agent scorecard include available timetime in adherence to schedulerevenue per hour and total average quality score. The operational KPIs help drive efficiencies, but the revenue per hour KPI has helped increase sales booking conversions from 30% to 60%, because agents can see their own performance at any time—which often leads to higher goal attainment.

Introduce automated quality management (AQM)—and revolutionize how the organization approaches quality in the contact center.

With AQM, the organization can automate the entire quality management process, from scoring evaluations to assigning coaching. The solution can automatically score up to 100 percent of recorded calls, offering much greater insight and consistency than random sampling. It can also facilitate a shift in resources from scoring and other manual quality management tasks to higher-value activities, such as analyzing calls and focusing on soft skills, coaching and compliance.

AQM also empowers the team to introduce automation at its own pace. Teams have the option of autoscoring one or more questions on a limited basis or autoscoring all questions for up to 100 percent of recorded calls. This flexibility empowers the organization to absorb the changes associated with automation as they derive its benefits.

By focusing on business outcomes and offering innovative programs and superior amenities, this premier cruise line consistently delivers some of the highest customer experience ratings in the premium cruise lines industry.

Interested in learning more? You can gain more insights from this organization and many others by joining us at Engage 2018 in Dallas next month—click here for more information.

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