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  "sourcesContent": ["import{jsx as e,jsxs as t}from\"react/jsx-runtime\";import{Link as n}from\"framer\";import{motion as o}from\"framer-motion\";import*as i from\"react\";export const richText=/*#__PURE__*/e(i.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Topic Modeling can significantly enhance customer service by highlighting the main themes in customer conversations. The insights can help make proactive changes, enhance customer experiences, and tailor responses. We have gathered essential information to help you understand how Topic Modeling can revolutionize your customer service department.\"})});export const richText1=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Topic Modeling is a powerful technique in Natural Language Processing (NLP) that helps uncover hidden thematic structures in large text collections. \\xa0\"}),/*#__PURE__*/e(\"p\",{children:\"Essentially, it involves identifying and grouping words from documents into concrete topics, based on their distribution and co-occurrence patterns. This method allows you to understand underlying themes without having to label or categorize them.\"})]});export const richText2=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"h3\",{children:\"How to enhance customer service through Conversational AI and Topic Modeling\"}),/*#__PURE__*/e(\"p\",{children:\"Customer service has taken a leap forward with conversational AI and Topic Modeling. This powerful combination enables easy development of new features, smoothens interactions, and enhances the overall customer experience.\"}),/*#__PURE__*/e(\"p\",{children:\"Here is how it works and why it works well:\"}),/*#__PURE__*/e(\"h3\",{children:/*#__PURE__*/e(\"strong\",{children:\"Topic Modeling eases coaching and improvement processes\"})}),/*#__PURE__*/e(\"p\",{children:\"When combined with Topic Modeling, Conversational AI can analyze large amounts of data from your customer conversations. This helps identify common inquiries, concerns, or issues raised by your customers. By constantly receiving and analyzing data, the system evolves and adapts to better address customer needs, ensuring that the call handling process remains both relevant and efficient.\"}),/*#__PURE__*/e(\"h3\",{children:/*#__PURE__*/e(\"strong\",{children:\"Topic Modeling makes it easier to develop new features\"})}),/*#__PURE__*/e(\"p\",{children:\"The insights you gain from Topic Modeling can direct you to the essential features that you need to develop to enhance your customer service department.\"}),/*#__PURE__*/e(\"p\",{children:\"For instance, if more conversations revolve around a specific question or problem, the system can be updated to address these issues in a more effective way.\"}),/*#__PURE__*/e(\"p\",{children:\"This proactive approach to feature development ensures that your service level evolves inline with customer requirements and demands at all times.\"}),/*#__PURE__*/e(\"h3\",{children:/*#__PURE__*/e(\"strong\",{children:\"Topic Modeling improves the overall user experience\"})}),/*#__PURE__*/e(\"p\",{children:\"By understanding and categorizing customer interactions into different topics, AI systems can provide more accurate and relevant responses. \"}),/*#__PURE__*/e(\"p\",{children:\"This helps your customer department resolve inquiries faster, reduce customer frustration, and improve the overall satisfaction level.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"Using text embeddings in conversational AI\\xa0\"}),/*#__PURE__*/e(\"p\",{children:\"Topic Modeling relies on text embeddings to turn words or phrases into numbers. These numbers show the meanings and contexts of the words.\"}),/*#__PURE__*/e(\"p\",{children:\"This feature offers various notable improvements. We have gathered some use cases below:\\xa0\"}),/*#__PURE__*/e(\"h3\",{children:\"Understand the process better\"}),/*#__PURE__*/t(\"p\",{children:[\"Text embeddings enables AI systems to understand contexts and nuances of customer conversations. This is crucial for categorizing conversations into relevant clusters and providing appropriate responses.\",/*#__PURE__*/e(\"strong\",{children:\"\u200D\"})]}),/*#__PURE__*/t(\"h3\",{children:[/*#__PURE__*/e(\"strong\",{children:\"Identify trends and patterns\"}),/*#__PURE__*/e(\"br\",{}),/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})]}),/*#__PURE__*/e(\"p\",{children:\"Through Topic Modeling, businesses can analyze clusters and gain insights into trending topics and customer interactions. This information helps tailor services, predict customer needs, and stay ahead of market trends.\"}),/*#__PURE__*/e(\"h3\",{children:/*#__PURE__*/e(\"strong\",{children:\"Adapt your responses easily\"})}),/*#__PURE__*/e(\"p\",{children:\"With a deeper understanding of conversation contexts and themes, AI systems can adapt their responses more effectively. \"}),/*#__PURE__*/e(\"p\",{children:\"This adaptability ensures that customers are provided with the most relevant and helpful information, enhancing their experience with your service.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"Why Topic Modeling is important\"}),/*#__PURE__*/e(\"p\",{children:\"In summary, combining Topic Modeling with conversational AI greatly improves customer service. By constantly learning from your customer conversations, these software systems make service faster and better, and help create features that are more user-friendly and focused on customer needs.\"})]});export const richText3=/*#__PURE__*/e(i.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Automating call reasons saved the Danish energy company Norlys \u20AC160,000 annually and freed up valuable time for agents to handle more calls. Read more about how automating workflows can help you achieve better results.\"})});export const richText4=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"h3\",{children:\"What can you automate using Capturi?\"}),/*#__PURE__*/e(\"p\",{children:\"When working with our customers on automation, we typically focus on one or more of the following use cases:\"}),/*#__PURE__*/t(\"ul\",{children:[/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:\"Call reasons\"})}),/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/t(\"p\",{children:[\"Quality assurance (some refer to this as \",/*#__PURE__*/e(\"em\",{children:\"brand assurance\"}),\")\"]})}),/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:\"Coaching and onboarding\"})})]}),/*#__PURE__*/e(\"p\",{children:\"These three use cases generally make it easier to standardize customer service and reduce some of the repetitive and tedious manual tasks. \"}),/*#__PURE__*/e(\"p\",{children:\"In this case, we focus on automating call reasons\u200D, which frees up valuable time for agents to handle more customer conversations within the same amount of time.\"}),/*#__PURE__*/e(\"p\",{children:/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})}),/*#__PURE__*/e(\"h3\",{children:\"What is call tagging and why is it important?\"}),/*#__PURE__*/e(\"p\",{children:\"Call tagging should be an essential part of every contact center\u2019s workflow because it provides a clear indication of why customers are calling. In addition, if there is a spike of calls within a specific topic, the team can quickly take action.\"}),/*#__PURE__*/e(\"p\",{children:\"The term itself refers to the process where agents categorize customer inquiries. To ease the process, many companies create lists of frequently mentioned topics that agents can choose from.\"}),/*#__PURE__*/e(\"p\",{children:\"However, this list can be long, one inquiry sometimes contains overlapping issues, and it can be challenging to remember everything said during a conversation. This means that manual call tagging can prove to be an inefficient, time-consuming, and contain errors.\"}),/*#__PURE__*/e(\"p\",{children:\"Manual call tagging typically takes 15 to 45 seconds per call. In addition, our analysis shows that agents miscategorize about 30% of their calls, which results in inaccurate data sets.\"}),/*#__PURE__*/e(\"p\",{children:\"Therefore, automating call tagging can lead to time savings and at the same time reduce the likelihood of errors.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"What are the benefits of automating your call reasons?\"}),/*#__PURE__*/e(\"p\",{children:\"There is a great benefit in automating call reasons. It frees up time, reduces errors, and cannot negatively impact customer inquiries.\"}),/*#__PURE__*/t(\"p\",{children:[/*#__PURE__*/e(\"strong\",{children:\"Free up time for your agents to handle more calls\"}),/*#__PURE__*/e(\"br\",{}),\"When employees manually tag call reasons, it takes them 15-45 seconds per call \u2013 and for some organizations, the registration can take several minutes. \"]}),/*#__PURE__*/e(\"p\",{children:\"This means that companies with more than 200 employees can save between \u20AC53,333 and \u20AC160,000 annually by replacing manual call tags with an automatic overview that is continuously updated.\"}),/*#__PURE__*/t(\"p\",{children:[/*#__PURE__*/e(\"strong\",{children:\"Reduce errors\\xa0across departments\"}),/*#__PURE__*/e(\"br\",{}),\"In addition to being time-consuming, manual registration also affects the overall data quality. There is a general tendency for employees to make errors in up to 30% of all manual registrations.\"]}),/*#__PURE__*/e(\"p\",{children:\"Also, Capturi automatically notifies your department when we experience particularly high activity within a specific topic. This way, you can quickly take action and resolve any errors before they build up. You also get access to an overview of how call reasons have evolved historically by comparing with data from previous months.\"}),/*#__PURE__*/t(\"p\",{children:[/*#__PURE__*/t(\"strong\",{children:[\"Reduce the bad experiences\",/*#__PURE__*/e(\"br\",{})]}),\"When automating, it\u2019s crucial to ensure it doesn\u2019t compromise the quality of call handling. Call tagging is an effective way to automate, collect valuable data, and free up agents\u2019 time to handle more inquiries.\"]}),/*#__PURE__*/e(\"p\",{children:\"This data can be used to proactively improve self-service options, communication, or systems based on feedback. For agents, the additional time results in less rushed calls, which improves the experience for both customers and agents.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"How Norlys used conversation analysis to automate their call reasons\"}),/*#__PURE__*/e(\"p\",{children:\"Danish energy company, Norlys launched an automation of their call reasons to ensure continuous insight into their customer inquiries. As a result, they freed up valuable resources and achieved annual savings of approx. \u20AC160,000 annually.\"}),/*#__PURE__*/e(\"p\",{children:\"During January 2023, Norlys' departments used conversation analysis to find that ...\"}),/*#__PURE__*/t(\"ul\",{children:[/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/t(\"p\",{children:[\"the most important topic at Stofa Privat is \",/*#__PURE__*/e(\"em\",{children:\"getting started as a new customer\"}),\". Questions related to this topic take up about 40% of their conversations\",/*#__PURE__*/e(\"br\",{}),/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})]})}),/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:\"product related questions take up about 20% of all conversations in Norlys\"})})]}),/*#__PURE__*/e(\"p\",{children:\"Each department can use the trackers to learn why customers have questions about bills, internet, or technician visits. \"}),/*#__PURE__*/e(\"p\",{children:\"They can use the data to make improvements within their own department or share insights with other teams to continuously update self-service pages or enhance the platform\u2019s user experience.\"})]});export const richText5=/*#__PURE__*/e(i.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Capturi Daily is Capturi's customer service newspaper, where we continuously deliver news and current insights that help you and your team to streamline your customer service level and create even better experiences for both customers and employees.\"})});export const richText6=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"In this edition, you can learn how rising gas and electricity prices have affected the number of customer conversations at Danish energy companies, how companies can save up to 160,000 EUR by automating call-tagging, and how transparent communication can contribute to more satisfied customers.\"}),/*#__PURE__*/t(\"p\",{children:[\"In addition, you can read about specific customer cases and get good advice from Denmark's leading customer service experts, which will help both those of you who use conversation analysis and those of you who do not yet.\",/*#__PURE__*/e(\"br\",{}),/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})]}),/*#__PURE__*/t(\"p\",{children:[\"Read the first edition of \",/*#__PURE__*/e(\"em\",{children:\"Capturi Daily\"}),\" below or download a copy.\"]})]});export const richText7=/*#__PURE__*/e(i.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"High quality conversations are all about finding the right phrases and timing and knowing what works. Capturi\u2019s CEO, Tue Martin Berg, will guide you through concrete and ready-to-use advice that will help you exceed your customers\u2019 expectations.\"})});export const richText8=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/t(\"p\",{children:[\"Capturi provides an overview of the most typical inquiries in customer centers \u2013 and not least, what tactics work when handling complex and difficult customer conversations. CEO, Tue Martin Berg, guides you through the typical inquiries based on analyses of more than 15 million Scandinavian conversations.\",/*#__PURE__*/e(\"br\",{}),/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})]}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"Show empathy, presence, and calmness\"}),/*#__PURE__*/e(\"p\",{children:'The first, and most important, advice is to show empathy and understanding for the customer\\'s situation. Tue Martin Berg explains, \"Empathy is the ability to understand customers and put yourself in their shoes,\" and he elaborates that phrases such as \"I understand\" and \"I\\'m sorry to hear that\" can be particularly effective.'}),/*#__PURE__*/e(\"p\",{children:'\"Empathy is a great tool to increase customer satisfaction because it puts a human face on your company. And when agents express that they under- stand the frustration or the problem, it is easier to find a common solution that is sustainable when you and the customer are at eye level,\" says Tue Berg.'}),/*#__PURE__*/e(\"p\",{children:'New research from Capturi shows that empathic language is only shown in 26% of customer conversations. Tue Martin Berg finds this worrying: \"When you look at the statistics, there is a huge potential that is not being utilized. And that is a shame when there is so much to be gained by focusing on empathy.\u201D'}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:/*#__PURE__*/e(\"strong\",{children:\"Involve the customer throughout the conversation\"})}),/*#__PURE__*/e(\"p\",{children:\"Another piece of advice from Tue Martin Berg is that you should involve the customer in every step of the customer conversation.\"}),/*#__PURE__*/e(\"p\",{children:'He adds that \"it is extremely important to actively listen throughout the conversation and assess the customer\u2019s needs along the way. This could be done by using phrases such as: \"Did I understand this correctly?\" or \"Now that your problem has been solved, do you have any additional questions?\". By clarifying needs during the conversation, you will reduce the likelihood of the customer being left with loose ends\".'}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:/*#__PURE__*/e(\"strong\",{children:\"Impress your customers\"})}),/*#__PURE__*/e(\"p\",{children:'Especially in uncertain times, it is more important than ever to give customers a wow experience, so you remain their preferred supplier in your field. \"It is important to give a positive impression of you as a company. Indeed, customers are often willing to remain loyal if you go the extra mile for them.\"'}),/*#__PURE__*/e(\"p\",{children:\"For example, the WOW factor could be following up proactively on requests or sending customers follow-up emails or messages.\"})]});export const richText9=/*#__PURE__*/e(i.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Across Scandinavia, customer centers face an explosive increase in the number of customer queries related to billing and payment. This is mainly due to high energy prices and rising inflation, which have a major impact on both families and businesses. Capturi\u2019s CRO, Jacob Emil Opstrup, dives into the typical customer service queries and shares his best advice for companies in the energy sector.\"})});export const richText10=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Conversational AI analyses from Capturi show a clear trend of increasing incoming calls, customer dissatisfaction and frustration. But according to Jacob Emil Opstrup, there are several things you can do to maintain a high level of customer service.\"}),/*#__PURE__*/e(\"p\",{children:\"\\\"We can see that financial issues are on customers' minds and that they are showing concern. That's why it is important that the staff at the customer centers show understanding of customers' concerns and at the same time are solution-oriented.\\\"\"}),/*#__PURE__*/e(\"p\",{children:\"According to a new survey by Capturi , up to 70% of all customers in the energy sector mention billing. And as many as 33% of these cannot afford to pay their bills on time. And in this context, it matters a lot how customer service departments deal with these issues. According to Jacob Emil Opstrup, finding solutions to payment problems or questions is not enough. Employees also need to make an extra effort to improve the company's service level.\"}),/*#__PURE__*/e(\"p\",{children:'\"Service is first and foremost about empathizing with customers,\" he says, adding: \"And so positive language is also important in this case. In fact, we find that using positive and empathetic language can increase the likelihood of satisfied customers by up to 30% in conversations about energy prices.\"'})]});export const richText11=/*#__PURE__*/e(i.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Calls related to MitID account for 5-10% of all calls in Danish contact centers. In this article, we guide you through the different ways you can optimize your handling of these inquiries.\"})});export const richText12=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"As many customers cannot remember their customer number, MitID has proven to be a popular solution for, e.g., internet service providers, banks, and energy companies.\"}),/*#__PURE__*/e(\"p\",{children:\"But before replacing classic logins with MitID, there are more considerations you need to take into account, as customers mention MitID or NemID in as many as 5-10% of all conversations in Danish contact centers.\"}),/*#__PURE__*/e(\"p\",{children:\"Analysis from Capturi shows that such an increase in the number of calls about MitID does not necessarily mean that all inquiries are equally urgent or complex. Therefore, there are several initiatives you can take if you want to reduce the number of calls.\"})]});export const richText13=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"h3\",{children:/*#__PURE__*/e(\"strong\",{children:\"Update your self-service solutions regularly\"})}),/*#__PURE__*/e(\"p\",{children:\"One way to minimize the number of MitID conversations is to update your self-service solutions regularly. For example, the energy company EWII used insights from their conversations to establish a new self-service solution.\"}),/*#__PURE__*/e(\"h3\",{children:/*#__PURE__*/e(\"strong\",{children:\"How should self-service solutions be structured?\"})}),/*#__PURE__*/e(\"p\",{children:\"Our analyses show that some organizations structure their self-service as a guide, taking their customers by the hand. Others guide customers directly to the login page, reminding them that they need to open their MitID app manually because they will not receive a notification on their mobile or tablet.\"}),/*#__PURE__*/e(\"h3\",{children:/*#__PURE__*/e(\"strong\",{children:\"How should you communicate?\"})}),/*#__PURE__*/e(\"p\",{children:\"When setting up a self-service solution or guiding customers directly at login, you should also consider whether you should make sure that all relevant information is available in English, as you cannot expect all customers to understand Danish.\"}),/*#__PURE__*/e(\"h3\",{children:/*#__PURE__*/e(\"strong\",{children:\"Make sure the customer's problem has been solved\"})}),/*#__PURE__*/e(\"p\",{children:\"In most cases, it pays to set aside extra time to guide each customer all the way to the finish line. If you do not do so, there is an increased risk of repeat calls, as customers who mention MitID or NemID often have digital challenges and need some extra help.\"})]});export const richText14=/*#__PURE__*/e(i.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Automated Speech Recognition (ASR) has become an important component in delivering efficient customer service. This article highlights how ASR improves understanding of customer needs and contributes to overall business growth.\"})});export const richText15=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Automated Speech Recognition (ASR) is a technology that allows computers to understand and convert spoken words into text. When combined with conversational AI in customer service, ASR drives a transformative shift due to its ability to convert a large number of conversations into transcriptions that can be grouped into categories and make it easier to get an overview of root causes.\"}),/*#__PURE__*/e(\"p\",{children:\"Ultimately, this boosts innovation and improves the customer experience.\"})]});export const richText16=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"h3\",{children:\"Why ASR technology is essential for analyzing customer conversations\"}),/*#__PURE__*/e(\"p\",{children:\"With ASR, customer inquiries are accurately transcribed in real-time. This allows conversational AI software to interpret customer needs and provide immediate and relevant responses based on the data. \"}),/*#__PURE__*/e(\"p\",{children:\"The ongoing learning process driven by ASR refines AI responses, making them more empathetic and contextually appropriate over time. This leads to a personalized customer service experience and makes it easier to assist customers more efficiently.\"}),/*#__PURE__*/e(\"p\",{children:\"In addition, converting spoken word to text is crucial for extracting valuable insights from conversations. These insights help businesses understand customer sentiments, preferences, and behaviors, which makes it easier to improve customer engagement and drive growth.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"How to implement ASR in customer service\"}),/*#__PURE__*/e(\"p\",{children:\"ASR technology is usually integrated into conversational AI or conversation analysis software. At Capturi, we have developed our own ASR technology that transforms spoken language into written text. \"}),/*#__PURE__*/e(\"p\",{children:\"This transformation is fundamental to our platform and enables our tech team to build additional technologies that extract insights and value from conversations.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"In summary\"}),/*#__PURE__*/e(\"p\",{children:\"When customer service departments combine Automated Speech Recognition (ASR) with conversational AI, it brings a whole new level of interaction with customers. It goes beyond just transcribing and enables a deeper understanding and innovating customer engagement.\"}),/*#__PURE__*/e(\"p\",{children:\"As these technologies evolve, they uncover new ways to enhance the customer experience and drive business success.\"})]});export const richText17=/*#__PURE__*/e(i.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Generative AI technology offers several possibilities that eases processes in customer service departments. That is why it is important to have a clear understanding of how you benefit from the capabilities of this new AI technology.\"})});export const richText18=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Generative AI is a kind of artificial intelligence technology that generates new content or data similar to human-generated content. It encompasses everything from creating images and videos to generating text or music. \"}),/*#__PURE__*/e(\"p\",{children:\"At its core, Generative AI uses complex algorithms and machine learning techniques to understand and replicate patterns in existing data. This allows it to produce new and original content that resembles the learned material. \"}),/*#__PURE__*/e(\"p\",{children:\"Generative AI can significantly improve customer experiences by automating chat and call responses, which lead to quicker and more tailored support. Also, it can analyze and respond to common inquiries, ease coaching processes, and identify customer trends. This allows you to proactively address issues and improve your service levels.\"})]});export const richText19=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"h2\",{children:\"How to Revolutionize Customer Service with Generative AI\"}),/*#__PURE__*/e(\"p\",{children:\"Generative AI can revolutionize customer service departments. But with countless of possibilities, choosing the right focus and investments is often challenging. To help you out, we have listed some common use cases in customer service.\"}),/*#__PURE__*/e(\"p\",{children:\"\\xa0\"}),/*#__PURE__*/e(\"h3\",{children:/*#__PURE__*/e(\"em\",{children:\"Increase efficiency:\"})}),/*#__PURE__*/e(\"p\",{children:\"You can use the technology to condense customer conversations into insightful summaries, which can be used to identify key trends, issues, and opportunities. These summaries not only save you time but also enhance your understanding of customer needs and experiences.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:/*#__PURE__*/e(\"em\",{children:\"Identify improvement initiatives:\"})}),/*#__PURE__*/e(\"p\",{children:\"By analyzing thousands of conversations, generative AI can identify common problems or questions, allowing your team to proactively address these issues before they grow too big. This leads to improved performance, as your team will be better equipped with information and solutions tailored to customer needs.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:/*#__PURE__*/e(\"em\",{children:\"Facilitate knowledge sharing\"})}),/*#__PURE__*/e(\"p\",{children:\"Once you have set up a automated process for collecting your customer inquiry data, you can categorize the insights and share them with relevant departments. This makes customer service a critical function, keeping the finance department informed about payment issues and notifying the product team about self-service articles that require more clarification.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h2\",{children:\"Future predictions\"}),/*#__PURE__*/e(\"p\",{children:\"It is safe to say that generative AI is a game-changer for customer service, offering quick-wins in efficiency, proactive problem-solving, and strategic business insights. By embracing these AI-driven strategies, your business can enhance customer satisfaction, streamline operations, and facilitate continuous growth.\"}),/*#__PURE__*/e(\"p\",{children:\"In close collaboration with CX\\xa0Thought Leader Adrian Swinscoe, we have highlighted 3 relevant predictions for 2024. During the article, we navigate you through challenges and opportunities ahead and make it even easier for you to focus on what you do best:\\xa0Creating even better customer experiences.\"})]});export const richText20=/*#__PURE__*/e(i.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"It can be hard to achieve high results if you are not sure what works. To learn more about the impact Capturi has on their sales performance, a Danish union decided to test how much the insights from conversation analysis helped increase their success rate.\"})});export const richText21=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Once you have implemented Capturi's conversation analysis in your sales department, the platform automatically analyzes all your sales calls and provides an overview of which strategies are driving results for your team.\"}),/*#__PURE__*/e(\"p\",{children:\"This makes it even easier for your salespeople to standardize their processes and make sure they follow their script and use the right strategies at the right time.\"}),/*#__PURE__*/e(\"p\",{children:\"If you also use Capturi in your customer center, you can combine the insights from the sales and customer service departments to get an overall view of the entire customer journey.\"})]});export const richText22=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"h3\",{children:\"Customer case: How a Danish union increased its success rate by 71%\"}),/*#__PURE__*/e(\"p\",{children:\"In late 2022, a Danish union implemented conversation analysis in their sales department as part of an effort to increase the quality of sales calls, the team's overall success rate, and the department's winback rate.\"}),/*#__PURE__*/e(\"p\",{children:\"The sales department's overall goal during this period was to retain more customers \u2013 and to get a more accurate insight into the effect Capturi has on these types of conversations, the sales management launched an A/B test. They did this by dividing the sales reps into two teams: Team A and Team B.\"}),/*#__PURE__*/e(\"p\",{children:\"During the test, Team A employees were given access to data-driven insights from Capturi, while Team B employees continued as before.\"}),/*#__PURE__*/e(\"p\",{children:\"The hypothesis was that salespeople needed to increase the call length to maximize the winback rate. Therefore, Team A mainly focused on opening the conversation in the best possible way.\"}),/*#__PURE__*/e(\"p\",{children:\"To identify the most successful introduction methods, Team A collected and visualized insights and successful phrases from their conversations in a dashboard. This way, they could easily track which words typically resulted in longer conversations \u2013 and at the same time, learn more about the impact longer conversations have on their overall success rate. In addition, they could see which phrases they could use more often and be motivated by their progress.\"}),/*#__PURE__*/t(\"p\",{children:[\"The A/B test ran for a month, and during that time...\",/*#__PURE__*/e(\"br\",{}),\"- Team A increased their overall call length by 8% and success rate by 71%\",/*#__PURE__*/e(\"br\",{}),\"- Team B increased their overall call length by 3% and success rate by 21%\"]}),/*#__PURE__*/e(\"p\",{children:\"Although both teams managed to improve during the test period, the union's test has shown the impact of insights and individual coaching on employee success, motivation, and performance.\"})]});export const richText23=/*#__PURE__*/e(i.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Customer service expert and thought leader Lise G\\xf8ttsche has been working on optimizing customer conversations for more than 15 years. As a consultant, she advises companies on how to turn their termination calls into retention dialogues. According to her, the success criterion is not necessarily to retain customers, but rather to start good dialogs and get valuable product feedback.\"})});export const richText24=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"In collaboration with Capturi's customers, Lise G\\xf8ttsche has developed a proposal for the ideal retention dialog that is based on curiosity rather than persuasion.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"Keep calm at the beginning of the conversation\"}),/*#__PURE__*/e(\"p\",{children:\"Customers who are considering canceling their subscription often express themselves in a defensive way. To give both you and the customer the best start to the dialogue, it is a good idea to start the conversation calmly. You can do this by speaking slowly and clearly, and by not allowing yourself to be stressed by the customer.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"Validate customer information\"}),/*#__PURE__*/e(\"p\",{children:\"You should always validate the customer in your system early in the conversation by asking for his basic information. This opens up an opportunity for further dialog while you look him up in the system. While entering the information into your system, you can ask in-depth questions about his needs.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"Identify customer needs\"}),/*#__PURE__*/e(\"p\",{children:\"When you identify your customer's needs, it is important that you do so in a curious way to avoid making them feel like they are being questioned.\"}),/*#__PURE__*/e(\"p\",{children:\"For example, you can take the opportunity to ask how they have used their subscription and what kind of value they have gained from it.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"Make sure to personalize each conversation\"}),/*#__PURE__*/e(\"p\",{children:\"When talking to the customer, it is important that you personalize all conversations. You can do this, for example, by saying: \\\"We're sorry to lose you as a customer\\\" or \\\"I see that you've been a customer for a long time. That\u2019s why we're very sorry that you're thinking about canceling your subscription\\\".\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"Present your best offer\"}),/*#__PURE__*/e(\"p\",{children:\"As the conversation draws to a close, it is important that you use the information the customer has given you during the conversation to present your best offer.\"}),/*#__PURE__*/e(\"p\",{children:\"You now have a good idea of the type of customer you are dealing with and what their needs are. You can use this knowledge to provide tailor-made offers.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"If the employee fails to retain the customer\"}),/*#__PURE__*/e(\"p\",{children:\"In cases where you fail to retain customers, it is important that they make sure that customers benefit from the subscription before it expires.\"}),/*#__PURE__*/e(\"p\",{children:\"Ending the dialogue in this way can help the customer to keep your product in mind if they want a similar service again. And secondly, it can help turn customers into ambassadors.\"})]});export const richText25=/*#__PURE__*/e(i.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Did you know that you can get 15% more satisfied customers by replacing boring phrases with positive ones? Learn how here.\"})});export const richText26=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Did you know that you can gain 15% more satisfied customers if you replace boring phrases with positive ones?\"}),/*#__PURE__*/t(\"p\",{children:['For example, if a customer calls and has trouble finding relevant information on your website, you should respond in a positive way. You can do this by replacing phrases such as: \"I can understand that you think it\\'s an illogical structure\" with: \"Thank you for your feedback. We are continuously working to improve the website.\"',/*#__PURE__*/e(\"br\",{}),/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})]}),/*#__PURE__*/e(\"p\",{children:\"Right now, only 33% of customer service agents remember to replace their neutral expressions with positive ones.\"})]});export const richText27=/*#__PURE__*/e(i.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"The level of complexity of customer conversations is usually both industry and company specific. While most companies are concerned with solving customer problems quickly and efficiently, companies with many overlapping and complex questions are concerned with solving the problem during the first call. We will guide you through how to optimize complex conversations in your customer center.\"})});export const richText28=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"The amount of complexity and overlapping topics in Scandinavian customer conversations often depends on the industry in which you are positioned. E.g., conversations in utility companies are often complex and contain more overlapping topics compared to conversations in other industries. For employees, this requires a high level of know-how and ability to quickly find answers in systems or from colleagues.\"}),/*#__PURE__*/e(\"p\",{children:\"So, while long conversations are usually not a good thing, they can be absolutely necessary in customer conversations in the utilities sector. Because in these types of conversations, overlapping topics and complex queries are common. This results in high expectations on both employee know-how and customer patience.\"}),/*#__PURE__*/e(\"p\",{children:\"If your company is one of those that experience many complex requests, it is important to have a clear overview of which topics typically overlap. That way, you can better equip your staff to handle as many inquiries as possible in a professional manner. At least that is the experience of a larger Danish utility company.\"}),/*#__PURE__*/e(\"p\",{children:\"\\\"We use conversation analysis to get a better insight into which topics typically overlap. So even though we can't expect employees to be razor-sharp in all areas, we can get better at coaching them on the themes that are most often mentioned in certain types of calls,\\\" says the director of the utility's contact center.\"}),/*#__PURE__*/e(\"p\",{children:'He elaborates: \"For example, we can see that meter reading and billing are mentioned in 83% and 86% of all calls regarding energy consumption, respectively. So in these cases, it\\'s quite obvious that the employees who answer calls about energy consumption should also acquire some skills in meter reading and billing.\"'}),/*#__PURE__*/e(\"p\",{children:\"When other types of organizations optimize customer calls, they often focus on minimizing call length or improving customer satisfaction. But when it comes to companies with many complex calls, optimization is also very much about avoiding too many call forwardings to other departments.\"}),/*#__PURE__*/e(\"p\",{children:'\"In our contact center, we generally see a relatively low number of diverted calls. However, the same does not apply to the operations and energy departments. Therefore, it is important that we continuously pass on knowledge about overlapping topics so that the employees in the two departments can answer all relevant questions themselves and give customers an even better experience,\" concludes the contact center director.'})]});export const richText29=/*#__PURE__*/e(i.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Do you know how high your customer satisfaction is compared to your competitors? Learn more about customer satisfaction in Danish customer centers in this article.\"})});export const richText30=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Do you know how your customer satisfaction levels compare to those of your competitors?\"}),/*#__PURE__*/e(\"p\",{children:\"While it can be difficult to get a very clear sense of how you differ from competitors, it is still worth focusing on. Because when there are many different companies offering the same products and services, you can differentiate yourself from the competition by offering better customer service.\"}),/*#__PURE__*/e(\"p\",{children:\"On average, there is high customer sentiment in about 49% of all Scandinavian customer conversations. Customer sentiment refers to the number of positive words customers mention during a customer conversation. If customer sentiment is high in a conversation, they mention many positive words, which indicates that the customer satisfaction is high. Vice versa, employee sentiment tells us something about the number of positive words the employee mentions.\"}),/*#__PURE__*/e(\"p\",{children:\"Would you like to learn more about how to optimize customer satisfaction across all your conversations? Read more about it below.\"})]});export const richText31=/*#__PURE__*/e(i.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Behavioral change in customer centers is a tricky thing to implement. Therefore, it is important to give employees the right tools to improve and create good results. Jyllands-Posten's customer service has used Capturi's conversation analysis to facilitate behavioral changes and make it easier for both customers and employees to get good experiences.\"})});export const richText32=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"h3\",{children:/*#__PURE__*/e(\"strong\",{children:\"What Jyllands-Posten has achieved using conversation analysis\"})}),/*#__PURE__*/e(\"ul\",{children:/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:\"Employees have successfully moved from acknowledging the customer's problem in 30% of all conversations to doing so in around 60% of all calls\"})})}),/*#__PURE__*/e(\"ul\",{children:/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:'Employees are now perfecting polite endings. Previously, they used polite endings, such as \"Have a nice day\", in about 50% of all customer conversations. Now they do so in 92% of conversations'})})}),/*#__PURE__*/e(\"ul\",{children:/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:\"Employees have increased their use of positive words from only using positive phrases in 13% of conversations to more than 60%\"})})}),/*#__PURE__*/e(\"ul\",{children:/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:\"Employees have improved conversations about subscription cancelation, moving from personalizing the customer relationship in 3% of conversations to +20%\"})})}),/*#__PURE__*/e(\"h3\",{children:/*#__PURE__*/e(\"strong\",{children:\"How Jyllands-Posten facilitated these changes\"})}),/*#__PURE__*/e(\"p\",{children:\"Firstly, Jyllands-Posten\u2019s customer service management team established listening communities. A listening community is a gathering of 3-5 employees who review and discuss highly relevant audio snippets together. For one week, they might focus on improving their way of expressing recognition, drawing inspiration from good examples, and using them as a basis for starting conversations about what works well and less well in their own conversations.\"}),/*#__PURE__*/e(\"p\",{children:\"In addition, each employee listens to their own conversations during the week and selects 1-2 high quality audio clips that showcase their strengths and motivate them to become even better.\"}),/*#__PURE__*/e(\"p\",{children:\"In addition, Jyllands-Posten sets concrete goals in the areas where employees should try to improve. These objectives are collected in a dashboard where both goals and progress are continuously displayed. Among other things, this can help motivate employees to become even better, because they are continuously motivated by their own and their colleagues' progress.\"})]});export const richText33=/*#__PURE__*/e(i.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"When you inquire about why your customers are considering canceling their subscription, you gain access to valuable knowledge about your customers' considerations and increase the chances of retaining them. Learn more about how you can improve your retention conversations here.\"})});export const richText34=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"On average, around 50% of customer service agents working in retention departments actively try to win back customers.\"}),/*#__PURE__*/e(\"p\",{children:\"For a win-back attempt to be successful, it is crucial for the agent to know how the customer has previously used the product or service. Even more importantly, they need to learn about customer needs. \"}),/*#__PURE__*/e(\"p\",{children:\"However, in some organizations, as few as 13% agents ask customers why they are considering canceling their subscription.\"}),/*#__PURE__*/e(\"p\",{children:'If you want to improve the quality of your retention conversations, you should always initiate retention dialogues by showing curiosity and interest in the customer. For instance, you can say: \"May I ask why you want to cancel your subscription?\" or \"Have you otherwise been satisfied with the subscription?\"'}),/*#__PURE__*/e(\"p\",{children:\"In addition, it is important to perceive all retention calls as valuable dialogues that offer a great opportunity for your department to get to know your customers even better.\"}),/*#__PURE__*/e(\"p\",{children:\"This mindset will often make it easier for customers to be honest and make your job of offering the right solution even easier. Even if you are not able to retain a customer, you should ensure that they get the most out of the remaining time of the subscription.\"}),/*#__PURE__*/e(\"p\",{children:\"If you manage to do so, you increase the chance of customers choosing your product or service later. Also, customers are more likely to speak positively about your product or service when you have left a great last impression.\"}),/*#__PURE__*/e(\"p\",{children:/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})}),/*#__PURE__*/e(\"h3\",{children:\"Want to know more about how to turn cancelation calls into retention dialogues?\"}),/*#__PURE__*/e(\"p\",{children:\"In close collaboration with a number of Denmark's leading customer service experts, customer service expert Lise G\\xf8ttsche has developed an ideal conversation pattern that turns cancellation calls into retention conversations.\"})]});export const richText35=/*#__PURE__*/e(i.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Your customers provide you with valuable information about your competitors in around 9% of all conversations. Find out how you can use this knowledge to get an edge over your competitors.\"})});export const richText36=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Want to save money on expensive market reports the next time you need insights on your competitors?\"}),/*#__PURE__*/e(\"p\",{children:\"Every day, your customers provide you with concrete insights on how they see companies similar to yours \u2013 and they even do it for free. Competitors are mentioned in 9% of all customer conversations, often in the context of a customer being dissatisfied with your service or solution.\"}),/*#__PURE__*/e(\"p\",{children:\"For example, if you sell groceries online, there is a clear tendency for customers to call in with comments and competitor comparisons on shelf life and freshness.\"}),/*#__PURE__*/e(\"p\",{children:\"This is knowledge you can share with other departments to get a head start.\"})]});export const richText37=/*#__PURE__*/e(i.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"New customers are expensive, so it pays to keep the ones you have. Get an overview of the techniques you can use to retain up to 30% more customers.\"})});export const richText38=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"As it has become easier for customers to switch subscriptions, it has become more important for you as a company to stand out and remain attractive to both new and existing customers.\"}),/*#__PURE__*/e(\"p\",{children:\"When trying to retain more customers, keep in mind that retention conversations should be driven by curiosity, and the goal should not be to convince the customer to remain loyal to your brand.\"}),/*#__PURE__*/e(\"p\",{children:\"If your employees focus on listening and understanding why customers are considering leaving, they can work with each customer to find the right solution that is tailored to their needs. If the best solution for the customer is to cancel the subscription, your department may still end up with an ambassador who speaks well of your products and customer service approach.\"})]});export const richText39=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"h2\",{children:\"Why you should focus on retaining your customers\"}),/*#__PURE__*/e(\"p\",{children:\"As it has become easier for customers to switch subscriptions, it has become more important for you as a company to stand out and remain attractive to both new and existing customers.\"}),/*#__PURE__*/e(\"p\",{children:\"When trying to retain more customers, keep in mind that retention conversations should be driven by curiosity, and the goal should not be to convince the customer to remain loyal to your brand.\"}),/*#__PURE__*/e(\"p\",{children:\"If your employees focus on listening and understanding why customers are considering leaving, they can work with each customer to find the right solution that is tailored to their needs. If the best solution for the customer is to cancel the subscription, your department may still end up with an ambassador who speaks well of your products and customer service approach.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"Identify root causes for lost customers\"}),/*#__PURE__*/e(\"p\",{children:\"You will not retain more customers by simply canceling the customer's subscription without showing further interest in the underlying reasons. It is often a better experience for both you and the customer when the employee curiously asks each individual customer why they consider canceling their subscription.\"}),/*#__PURE__*/e(\"p\",{children:'In some organizations, it is as low as 10% of cancelation calls where employees ask about the reason for cancelling the subscription. Fortunately, your employees do not have to ask difficult questions, because often it is enough to ask: \"May I ask why you are considering canceling the subscription?\" That way, you are laying the groundwork for finding an ideal solution together.'}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"Use key levers\"}),/*#__PURE__*/e(\"p\",{children:\"It can quickly become difficult for your staff to get good results if they are not sure what works.\"}),/*#__PURE__*/e(\"p\",{children:\"Key levers are the concrete ways in which you can handle validating the customer's subscription details, finding out how the customer uses your product, or presenting offers.\"}),/*#__PURE__*/e(\"p\",{children:'For example, you can increase the likelihood of retention by up to 55% by uncovering the customer\\'s use of the product. You can do this by using phrases such as: \"Have you otherwise been happy with the product?\" or \"May I ask why you are considering canceling?\"'}),/*#__PURE__*/e(\"p\",{children:'You can also use phrases such as: \"Actually, I can offer an upgrade of the product that matches your needs at the same price\" at the end of the conversation.'}),/*#__PURE__*/e(\"p\",{children:\"It is important that all employees use these levers in the right context.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"Identify what works\"}),/*#__PURE__*/e(\"p\",{children:\"It will be easier to retain customers once your employees get a clear idea of what works. It also has the advantage that dialogues will be consistent across the entire department.\"}),/*#__PURE__*/e(\"p\",{children:\"It will be easier to retain customers once your employees have a clear idea of what works. But once you have an idea of what works, the dialogs can become consistent across the entire department.\"}),/*#__PURE__*/e(\"p\",{children:\"Many companies offer either a discount, an upgrade, a technician visit, or another type of subscription.\"}),/*#__PURE__*/e(\"p\",{children:\"In most cases, discounts prove to be the best option, but a good rule of thumb is that employees should read customer signals before they choose to adjust the price. This is because discounts should only be offered in the appropriate context and in moderation, so that the customer does not feel persuaded to remain a customer.\"})]});export const richText40=/*#__PURE__*/e(i.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Danish customers mention delivery problems or questions in around 11 million conversations annually. That is why it is important that your customer service department has the right skills to respond to customer queries. Read here how you can reduce delivery calls.\"})});export const richText41=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Every year, couriers deliver more than 150 million parcels to Danish households, and on an annual basis, customer centers receive about 11 million inquiries from customers with delivery questions or problems.\"}),/*#__PURE__*/e(\"p\",{children:\"This means that in total, delivery is mentioned in about 9% of all customer conversations.\"}),/*#__PURE__*/e(\"p\",{children:\"While it can be difficult to avoid delivery-related calls altogether, you can minimize the number of calls that can be resolved with simple measures such as informing the customer of a new delivery location or time. For example, this can be done by sending out information via text message or email.\"})]});export const richText42=/*#__PURE__*/e(i.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Empathy is one of the most effective tools for increasing customer satisfaction. By using empathetic phrases in your customer conversations, you can increase customer satisfaction by approximately 15%. Learn more about the potential here.\"})});export const richText43=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Empathy is crucial for improving customer dialogues.\"}),/*#__PURE__*/e(\"p\",{children:\"Because when you actively use empathic phrases and show understanding of the customer's problem, you increase the likelihood of a satisfied customer by about 15%.\"}),/*#__PURE__*/e(\"p\",{children:'However, it is only in 26% of the conversations that employees use empathetic phrases such as: \"I can understand that\" and \"I get that\".'})]});export const richText44=/*#__PURE__*/e(i.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Every day, the Danish Veterinary and Food Administration's contact center in Glostrup receives many different types of inquiries about animals, food, ecology, and startups. Therefore, it is highly important that they know how to handle the calls and guide both private individuals and business owners in the best possible way.\"})});export const richText45=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Head of Section at the Danish Veterinary and Food Administration (DVFA), Malene Mols, points out that their contact center have gained insights into their inquiries by continuously getting an overview of the most popular topics citizens refer to when calling the contact center: \"}),/*#__PURE__*/e(\"p\",{children:'\"We get this overview through a dashboard we have set up in cooperation with Capturi. This means we can easily follow our progress closely and help each employee develop their skills.\"'}),/*#__PURE__*/e(\"p\",{children:'She elaborates: \"We continuously focus on optimizing different skill sets. Right now, for example, we\\'re focusing on gaining insights into trends in our conversations and increasing the overall satisfaction in our conversations.\"'}),/*#__PURE__*/e(\"p\",{children:'And these focused objectives have paid off for the DVFA\u2019s contact center: \"Since August 2022, we have managed to increase employee sentiment by as much as 53% and citizen sentiment by 36%. These are results we are very proud of.\"'}),/*#__PURE__*/e(\"p\",{children:\"Her best advice to public departments that are not yet working with conversation analysis is to start by getting an overview over their key issues themselves. They can collect and use to improve the overall experience for citizens calling the contact center.\"})]});export const richText46=/*#__PURE__*/e(i.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Meeting customer needs and expectations while preventing unnecessary calls is an advantage. Find out how trends are helping businesses improve their service.\"})});export const richText47=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"To any customer service department, it is beneficial to be able to meet customer needs and expectations while preventing unnecessary calls.\"}),/*#__PURE__*/e(\"p\",{children:\"Therefore, many companies want to get an automatic overview of the current trends in their customer conversations. This gives them an overview of what customers are typically asking about right now, so they can quickly act on the inquiries they receive in the customer center.\"}),/*#__PURE__*/t(\"p\",{children:[\"When companies want to build an automated view of the latest trends, it is not just to save time and resources on manual sampling, as automated trends can also prove critical to operations.\",/*#__PURE__*/e(\"br\",{}),/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})]}),/*#__PURE__*/t(\"h3\",{children:[\"Why getting overviews over trends are crucial in customer departments\",/*#__PURE__*/e(\"br\",{}),/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})]}),/*#__PURE__*/e(\"p\",{children:\"Exemplifying the importance of keeping track of their trends, a large Danish company experienced an increasing number of calls to their customer service center, with several customers mentioning a system error when trying to log in to the app. The customer department, in collaboration with the IT department, looked into the error and it turned out to be a problem with a software rollout they had launched earlier in the week.\"}),/*#__PURE__*/e(\"p\",{children:\"The company's IT department rolled back the update and focused on fixing the bug before rolling it out again.\"}),/*#__PURE__*/e(\"p\",{children:\"In this way, the automated trend overview continuously helps the company to quickly communicate to the right departments as soon as customers experienced issues with their product. In general, this has resulted in better experiences for both customers and employees.\"})]});export const richText48=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Repeat calls are a drag on the overall customer experience. Such calls are often time-consuming, cause frustration for both customers and agents, and lead to confusion. In addition, they can be difficult to handle because agents need to gain a comprehensive understanding of the customer inquiry as well as the previous conversations.\"}),/*#__PURE__*/e(\"p\",{children:\"While repeat calls can be impossible to avoid entirely, there are measures you can take to minimize the amount.\"})]});export const richText49=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Repeat calls occur when a customer calls a contact center repetitively, addressing the same issue. \"}),/*#__PURE__*/e(\"p\",{children:\"Often, such calls are associated with complex cases that involve multiple steps and follow-up processes. But in fact, repeat calls are also typically due to \u2026:\"}),/*#__PURE__*/t(\"ol\",{children:[/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:\"unresolved issues during the first call\"})}),/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:\"prolonged processes that cause customers follow up\"})}),/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:\"lack of clear and consistent communication\"})}),/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:\"system, technology, or human errors\"})}),/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:\"poor follow-up\"})}),/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:\"incomplete information causing confusion\"})}),/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:\"self-service errors\"})})]}),/*#__PURE__*/e(\"p\",{children:\"The complexity and frustration levels depend on what caused the repeat call in the first place. \"})]});export const richText50=/*#__PURE__*/t(i.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"If you work in a contact center, repeat calls are most likely a part of the everyday call handling. In fact, on average, 13% of all customer inquiries are repeat calls \u2013 and they can be frustrating to handle, as they are often significantly longer than the average ones and increase the agent workload.\"}),/*#__PURE__*/e(\"p\",{children:\"In addition to this, customers are 41% more likely to express dissatisfaction during the call.\"}),/*#__PURE__*/e(\"p\",{children:\"The number of repeat calls depends on the type of organization and how well the team manages to work actively with reducing the amount of it. \"}),/*#__PURE__*/e(\"p\",{children:\"The organization with the fewest repeat calls has 9%, while the highest has 25%. That means that even for organizations with a relatively low amount of repeat calls, there is still room for improvement.\"}),/*#__PURE__*/e(\"p\",{children:/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})}),/*#__PURE__*/e(\"h2\",{children:\"Three ways of minimizing the number of repeat calls\"}),/*#__PURE__*/e(\"p\",{children:\"Even though the reasons for repeat calls varies, the approaches to avoid them often prove to be similar. Which approach you prefer to start with depends on the size of your organization, your resources, and coaching approach.\"}),/*#__PURE__*/e(\"p\",{children:/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})}),/*#__PURE__*/e(\"ol\",{children:/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"h3\",children:/*#__PURE__*/e(\"h3\",{children:\"Gather all key knowledge in one database\"})})}),/*#__PURE__*/e(\"p\",{children:\"One of the most important ways to avoid repeat calls is simple: Focus on resolving the customer's inquiry during the first call.\"}),/*#__PURE__*/e(\"p\",{children:\"Repeat calls happen for various reasons, and some inquiries require multi-step processes and extensive follow-up to ensure the customer receives the right help. \"}),/*#__PURE__*/e(\"p\",{children:\"Therefore, there is significant potential for improvement by focusing on First Call Resolution (FCR). This is especially important because agents sometimes rush through conversations to reduce call duration, leading them to skip crucial parts of the conversation, such as needs assessments.\"}),/*#__PURE__*/e(\"p\",{children:\"The first step to improving your FCR is categorizing calls into relevant groups. These categories should form the foundation of a knowledge database containing key information on important topics. The knowledge database should be easy to search, and the answers should always reflect the successful techniques your agents have proven to work.\"}),/*#__PURE__*/e(\"p\",{children:\"If you want to successfully use the knowledge database to proactively improve, it is important to remember that agents often have different expertise areas and development needs. That is why agents often also need guidance on which topics they need to explore further to improve customer experiences.\"}),/*#__PURE__*/e(\"p\",{children:\"Keep in mind that your customer service knowledge database should be continuously updated. The same applies to any self-service or FAQ database to minimize the chances of customers receiving inaccurate or conflicting information.\"}),/*#__PURE__*/e(\"p\",{children:/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})}),/*#__PURE__*/e(\"ol\",{start:\"2\",children:/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"h3\",children:/*#__PURE__*/e(\"h3\",{children:\"Improve your self-service and FAQ pages\"})})}),/*#__PURE__*/e(\"p\",{children:\"Customers often prefer to find answers on their own when given the chance. This saves them time by allowing them to avoid phone queues and the need to call during specific hours.\"}),/*#__PURE__*/e(\"p\",{children:\"For simple inquiries, it is easy to provide relevant answers through self-service portals or FAQ pages. 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Some systems allow customers to explain their problems and use this information to intelligently route them to the correct queue, along with a brief summary of their issue and suggested solutions based on best practices.\"}),/*#__PURE__*/e(\"p\",{children:/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})}),/*#__PURE__*/e(\"h2\",{children:\"Want to learn more about how to minimize knowledge gaps and repeat calls with AI\"}),/*#__PURE__*/e(\"p\",{children:\"Knowledge gaps occur in about 12% of all conversations. These gaps not only lead to repeat calls but also increase conversation length and customer frustration.\"}),/*#__PURE__*/e(\"p\",{children:\"The best way to close these gaps is by collecting and categorizing data from customer conversations, then using it proactively to streamline interactions and improve quality.\"}),/*#__PURE__*/e(\"p\",{children:\"Learn more about how to leverage your data and how AI can support you in the article below.\"})]});export const richText51=/*#__PURE__*/e(i.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"When managing a high volume of customer interactions daily, it is nearly impossible to avoid misunderstandings altogether. These misunderstandings can lead to frustration, repeat calls, and a damaged reputation \u2013 all of which negatively impact your business. 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But if your website is not completely updated at all times, you risk leaving your customers confused and receiving additional calls.\"}),/*#__PURE__*/e(\"p\",{children:\"Even if a customer calls and gets a correct answer from your customer service agents, it can be confusing because they might have received another answer from your website.\"}),/*#__PURE__*/e(\"p\",{children:\"Therefore, you should make sure to base your knowledge databases on data derived directly from your customer conversations. The same should apply to your FAQ pages. This way you ensure that all information aligns and is updated accordingly.\"}),/*#__PURE__*/e(\"p\",{children:\"As a bonus, when you analyze your customer inquiries, you quickly get notified when a sudden spike in calls happens. You can use this knowledge to proactively notify customers on the webpage.\"}),/*#__PURE__*/e(\"p\",{children:/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})}),/*#__PURE__*/e(\"h2\",{children:\"Want more advice on how to heighten the conversation quality\"}),/*#__PURE__*/e(\"p\",{children:\"Successful customer conversations are typically a result of skills, experience, and easy access to key knowledge. 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