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Introducing xMetrics: the Voice of your Customer has never been clearer

Imagine you could understand the specific reason why customers are repeatedly contacting you, at scale. What if you could uncover not only the number of customers you have that are vulnerable, but why?  

Enter predictive Voice of the Customer metrics: AI-driven insights that allow contact centers to anticipate customer experience issues before they escalate.

Adding to the already highly successful xNPS – with an unrivaled 90% accuracy rate – evaluagent’s xMetrics enable you to leverage data in real-time to improve customer satisfaction, as well as service quality.

xMetrics: Paving the way to proactivity

The three newest additions to evaluagent’s xMetrics suite target critical aspects of the customer experience:

Each of these metrics has been designed to provide fast, effective insight into customer interactions, enabling our customers to identify opportunities to drive meaningful change.

xRepeats: Understanding customer frustration

xRepeats measures how often customers are contacting you for the same issue. High repeat contacts are a strong indicator of customer frustration, operational inefficiencies, or knowledge gaps within your teams.

By using genAI to analyze patterns in repeat interactions, you can uncover process failures, unclear resolutions, or product-related issues that need to be addressed. No-one wants to chase progress or repeat themselves, so by minimizing unnecessary follow-ups, you’ll be crafting a far more enjoyable customer experience, as well as reducing cost and freeing up resource to deal with other queries more quickly.

xResolution: Measuring first-contact effectiveness

xResolution evaluates whether an interaction successfully resolves a customer’s query first-time, or if further follow-up is likely.

A high xResolution score means the agent provided clear and effective resolutions, reducing the need for additional contact. Meanwhile, a low xResolution score may indicate that agents lack the necessary resources, training, or authority to resolve issues effectively.

FCR is a major metric in contact centers for good reason – it’s as useful for your operations as it is for your customers. Now, monitoring problem areas is simple.

xVulnerability: Identifying and supporting at-risk customers

With increasing pressure on businesses to better support customers, contact centers need a reliable way to detect vulnerability – and now it’s easier than ever to access this information.

xVulnerability is designed to pick up on various different indicators, including:

It’s especially valuable for financial services and utilities firms, where treating customers fairly and demonstrating rigorous process is a regulatory requirement.

xVulnerability comes into its own when combined with other predictive metrics, enabling you to drill down into the detail and prioritize the most important issues – are customers who are vulnerable likely to repeatedly contact? Are they likely to give a low NPS rating? Now you know.

What are predictive metrics and how do they work?

Predictive metrics leverage artificial intelligence and generative AI to analyze customer interactions and report on likely outcomes.

Unlike traditional contact center metrics, which rely on post-interaction surveys or manual scoring, predictive metrics analyze conversation data in real time. They can generate a rating, score, and even a rationale based on the interaction.

By providing immediate insights, predictive Voice of the Customer metrics empower businesses to be proactive rather than reactive. Instead of waiting for negative feedback or customer churn, you can take pre-emptive action to improve processes, train agents, and address customer concerns more effectively.

Real-world use cases: How contact centers like yours can leverage predictive metrics

So you understand how xMetrics work – but what do they look like in practice?

1. A finance firm enhancing customer protection

A bank wants to better identify customers experiencing financial hardship. By leveraging xVulnerability, the institution can pinpoint conversations where customers show distress signals and why. This enablies them to implement impactful support measures and take a highly personalized approach to individual customers across all departments – including sales and marketing

2. A broadband provider reducing repeat calls

A broadband company experiences a high number of repeat service calls. By analyzing xRepeats, they identify particular pain points around installation. Now, they can revisit their process to better meet customer expectations – improving satisfaction and ultimately reducing unnecessary calls.

3. An eCommerce brand finds refund issues

An online retailer notices a dip in its overall xNPS score. By honing in on Detractors and using evaluagent’s reporting and automation to drill down, they discover most detractors have had issues with getting refunds processed since moving to a new payment platform.

Armed with this information, the retailer can revisit their new system and make changes that effectively resolve this issue.

Delight your customers with xMetrics

The days of reactivity are over. With evaluagent’s xMetrics, you can anticipate customer needs, reduce inefficiency, and create a more seamless experience for both your customers and wider team.

Are you ready to bring predictive metrics into your contact center? Talk to us today to see how xMetrics can transform your customer experience strategy.

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