Using Cradle to Grave Reporting to Journey Map the Customer Experience, in Real Time

By February 6, 2019Blogs

Using Cradle to Grave Reporting to Journey Map Customer Experience, in Real Time

How long did that customer wait on hold? Who talked to them, for how long and when? How many times were they transferred? Who hung up first? Did the customer get the right treatment through the IVR? Did they call back?

These are all questions contact center managers ask daily regarding the customer journey. A contact center plays a large part in an organization’s external communication with customers. The health of a contact center affects an organization’s reputation and revenue. It is imperative today to journey map the customer experience in real time to validate positive and negative experiences, technology delivery and fraud prevention. One of the most effective ways to do so is through real time cradle to grave reporting.

What is cradle to grave reporting?

A cradle to grave report provides a real-time view of the call life cycle for every call. It can be filtered by ANI, Date (for historical data), UUI/UID, Dialed Number, TFN, Customer Identifier, etc. to provide the capabilities to research the customer journey end-to-end.

To journey map is to be successful. That is the moto.

A cradle to grave report displays end-to-end call details related to each interaction and each customer. With this information, communication managers are able to utilize individual results to manage complaints, as well as use the data to drill down to interval anomalies to ensure companies’ service standard are met and maintained. First contact resolution, hold time and talk time are the largest contributors to your customer’s experience. Focusing on individual data points, where appropriate, enable more effective customer experience enhancement capabilities.

Is your technology hindering the customer experience journey?

With the ability to view a customer’s entire interaction, contact center managers are able to monitor and validate technology delivery. Is the IVR leading the customers to the right department? Are the IVR questions meaning something different to your customers? Therefore, not transferring them to the right department. Metrics such as abandoned calls, ring time, call lengths and call resolution time can uncover opportunities of growth within the contact center technology.

Whistle blow the fraudulent activity away

With a real time cradle to grave report, managers are able to view the individual call interactions and report internal and external fraudulent activity immediately. An agent might flag the call, and a communications manager right away is able to view the interaction. Managers can also drill down into individual agents call transfers to trace internal and agent-to-agent fraud.

Real time cradle to grave reporting helps enhance and journey map the customer experience. With a real time solution, you are able to identify fraudulent activity and audit service levels before they become an issue. Though there are several, the main benefits to a cradle to grave report are:

  • The ability to move past the noise. Organizations can view granular agent analytics.
  • View the entire end-to-end voice interaction without disruption.

To journey map the customer experience accurately, it is necessary to invest in a solution that eliminates data silos spread across several systems to provide a singular, real time view of all cradle to grave contact data. This is where ethosIQ comes in. ethosIQ collects, aggregates and leverages disparate data across multiple platforms in real time. We combine voice data from several sources to give businesses a comprehensive view to make accurate, data-informed decisions. Dare to demo to learn more.