Stop Sampling Calls. Start Listening to What Customers Actually Say

You know, some of the, I guess, specifics of the collab with Nice, one of the big changes was Bluecrest moving from reviewing a sample of calls to analyzing every interaction.

What did you maybe discover once that you could see that entire picture that you couldn't, um, that you were maybe missing before?

Um, so yeah, uh, obviously Bluecrest has, uh, implemented the, the Nice CXone system, and as part of that package we, uh, purchased Interaction Analytics, which enables us to, uh, review every single call, uh, categorize those calls, uh, and also use the topic, topic AI functionality within the system.

We're really able to, uh, um, capture information that we weren't able to capture at such a wide scale before, particularly with customer intent.

So, uh, our contact center is, is massively important to us at, at Bluecrest, where almost the contact center really is the front door to preventative care.

Every call we, we answer is potentially a health problem found early.

And knowing why our customers are contacting us, and being able to, to segment that data and analyze that data, um, opens up a, a wealth of opportunity for, um, automation flows and, and how we can, um, uh, provide a better service by really splitting those calls out to the, to the right people, um, and having the right automation flows or right processes in place to handle those interactions.

Yeah.

Yeah.

I guess I wanted to come to you next, Rhys.

Obviously Russell, you touched on there, obviously being able to see all this information is one thing, but then actually acting on that, what you've been able to do off the back of that is obviously the really important next step.

But you know, I was reading the report around this and I saw that some of the findings were used to improve access, uh, reduce after-call work, and kind of shape how your advisors handle those customer needs, which you touched on there, Russell.

Rhys, what do you think separates a contact center that collects more insights from one that actually changes how it operates because of those insights?

Definitely.

So I think you obviously, uh, hear at Nice we run customer service for the enterprise, and what, the, what's been really great about working with Russell and the Bluecrest team is the, the, the technology's able to deliver that for our customers.

But it's ultimately about what you do with that information and how you build that into the people and the process.

And I think, you know, since we engaged and worked with Russell, we were always very clear ...

Well, Russell was very clear with us about what we were looking to achieve as part of this project and what, you know, the end goal was.

Um, and being able to continually optimize, uh, and use that, the, the technology and the analytics, um, to be able to make informed decisions and further guide that roadmap moving forwards, um, has been something, you know, as you were seeing with some of the, um, outcomes that Bluecrest have been able to achieve, has really been based on that fundamental approach from the beginning, um, to make the technology, um, work for the organization.

Yeah.

I think for, for me-

Yeah.

Yeah

... our, our disposition has always told us, like, the outcome of the call, but not really why people were calling, and we guided to the outcome on the call, but having that, that campaign attribution built around the, the, the actual intent is very different.

Um, and it gave us a real clear reporting picture of the customer.