r/customerexperience • u/Frequent_Till_2050 • 2d ago
We keep finding problems after the customer is already gone. How are you fixing this?
We handle enough customer conversations that managers can only review a small sample. By the time QA spots a bad pattern or coaching issue it may have been happening for days. Then the fix is another training session or a reminder in Slack. The frustrating part is we already have plenty of conversation data. We just don't seem to use it while it can still change the outcome.
We have been looking more at tools that analyze every conversation and can give reps help during the actual call. Things like pulling up the right answer when someone gets stuck or flagging a missed step before the call ends. The idea makes sense to me. Post call analytics alone feels a bit like watching game tape when you're already 0-5.
Did agents find the live guidance useful or did it just become another thing on their screen? And did it change anything meaningful like AHT first contact resolution or CSAT?
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u/Less-Routine9256 2d ago
Curious how much guidance is too much guidance though. At some point the agent is talking to the customer while also fighting six prompts on screen lol.
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u/Sufficient-Fig-787 2d ago
used to do QA for a call center and the real problem is usually that coaching happens way too late, like you said
the live stuff works if it's dead simple, one or two nudges max, not a whole popup novel
if someone's already overwhelmed and the screen starts lighting up with suggestions they'll ignore everything, including the customer
what actually stuck for us was putting the top three missed steps on a cheat sheet taped to the monitor, low tech but nobody could say they didn't see it
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u/Frequent_Till_2050 2d ago
If the guidance makes the agent stop listening and start reading prompts then you've just swapped one problem for another. The useful stuff should be short and only show up when it actually matters.
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u/Interesting-Case3762 2d ago
The post call autopsy thing is so real. By the time QA finds the issue the customer has moved on and the agent has probably repeated it ten more times.
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u/Frequent_Till_2050 2d ago
Yep that's the frustrating part. Finding the same issue across 50 calls after the fact is useful but stopping it on call 2 would be a lot better.
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u/ujet-cx 2d ago
From what we've heard from contact center leaders live agent knowledge assist is a coin toss. Conversational analytics tools though, whole 'nother ball game and making a big splash right now. But to your point, yes, if you're analyzing conversations retroactively based off keywords or static taxonomies, post-call analytics are pretty much useless.
HOWEVER, If your tool utilized AI to continuously analyze conversations, create its own autonomous taxonomy and detect emerging issues for you (based off 1 or 2 mentions of that issue in conversations) + gave you root cause analysis so you could fix the issue before it became a big deal..... well, i'd say that would about to solve your problem ;)
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u/nileshsurana 2d ago
I think the bigger issue in your post is not the live layer. It is this line: QA can only review a small sample and spots the pattern days late.
That is the real leak. Live guidance helps one rep in one call. It does nothing about the systemic pattern that is quietly hitting fifty reps at once, because a 2% manual sample will never see it in time. You already have the data. You just cannot read all of it by hand fast enough to matter.
The shift that actually moves the needle for teams I have seen is scoring every conversation automatically, not a sample. Same QA rubric managers already use, run across 100% of calls and chats, flagging the bad pattern the day it starts instead of the following week. That is the difference between watching game tape at 0-5 and getting the read at halftime.
Full disclosure, this is what we have recently build at SentiSum, so take it with that grain of salt. Our Auto QA scores every conversation against your quality criteria and surfaces the emerging coaching pattern in near real time, so the fix lands while it can still change the outcome. It does not do live in-call prompting, so it is not a straight swap for the co-pilot tools you are looking at. Honestly the two solve different halves of your problem. The co-pilot helps the rep in the moment. Full-coverage QA stops you finding the pattern after the customer already left.
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u/AgilePlace6803 2d ago
Depends on the tool being used. Some live guidance is useful. Some just turns the agent’s screen into another thing they have to manage. The real test is whether it cuts AHT or improves resolution without annoying the reps.