Three golden rules

for a robust crisis management strategy

The role of voice AI in your crisis management strategy

Three golden rules

for a robust crisis management strategy

Shedding light on dark data is key to staying ahead

Are you ready for when your business hits the next bump in the road?

Unavoidable problems, peak time surges and annual promotions all put pressure on your call center agents, costing time, money and often hitting customer trust.

We work with some of the world’s largest, most trusted organizations, helping them to stay in control during call surges or a full-blown crisis. We know that every day is a busy day in a call center. But there’s no doubt some shifts are tougher to get through than others. Crisis management is high on the agenda for us all, especially while post-Covid hangovers like staff shortfalls and supply chain disruptions linger on. Add in challenges posed by fires, floods or accidents (hello Suez Canal blockage) and contact centers globally are left facing serious pressure points.

Of course, hard-to-handle call surges aren’t always bad news. Natural disasters may come out of the blue, but retailers don’t need a crystal ball to predict November and December will account for around a third of their sales. Or that Cyber Monday tends to arrive hot on the heels of Black Friday.

At Gridspace we know that the best crisis management strategy depends on three ‘simple’ things: having the best speech infrastructure tools at your disposal, designed to keep you in control before, during and after the hotspot.

Before – Shed light on dark data

Gridspace was designed for understanding conversational live speech. It’s not an easy feat. There is a lot more data in conversational speech than voice commands. Products built to detect keywords, respond to commands or caption videos are very different from, and much less appropriate for natural conversational speech understanding.

Conversational data (and quickly understanding it!) is key to running a big business. You already knew that, of course!.

The largest contact centers may service several hundred million conversations per year. That’s thousands of years’ worth of conversations every 365 days. Gridspace co-founder and former JPL/NASA engineer Anthony Scodary points out, ‘Every opinion about your company, every opinion about your products, every complaint, every emotion, every passing comment about a competitor – everything you could possibly want to know about what your customer is saying about your business – flows through contact centers.’

Problem is, most of that signal is lost. It’s trapped in call recordings, missed by keyword spotters and/or NLP models designed for placing ads on blog articles!

That’s where Gridspace helps.

Gridspace software not only makes conversation data accessible, it also suggests actions. This allows the organizations to stop hair-on-fire operational issues while accelerating data engineering projects. It’s not one or the other.>

Gridspace develops its own call recording, speech analytics, quality assurance, voice biometrics, agent assistance and virtual agent software – so operators and developers can work off the same signals.

During – get real-time visibility into agent performance and customer need

Gridspace technology provides a record of every conversation between a client and agent. It can hone in on a single live call, resolving minor issues live, or distill populations of calls.

Gridspace Sift also has the heft to scrutinize an aggregate data set of hundreds of millions of conversations, extracting minute patterns invisible to an individual agent, even one who has decades of experience.

Constant monitoring of customer conversations during live phone calls brings real-time visibility into both agent performance and customer needs. The organizations we work with gain granular data from every single customer interaction.

After – ditch the demoralizing post-mortems

Given the current challenges in agent recruitment and retention, subjecting your team to endless data drilling reviews into which customers said what, when and why could be triggering pain points you’d do better to avoid. And even among the best teams it’s often the loudest voices who get their opinions heard, especially during a crisis.

Gridspace Sift adds multiple new capabilities for real-time contact center monitoring so you don’t have to do it the old way. The Gridspace Pulse dashboard serves up high level business intelligence, giving users a live view of emerging trends and enabling you to act on any problems or emergencies in your business.

Our premium services also offer voice biometrics, to support your security protocols, and Gridspace Relay, our agent guidance software package. Relay scans for speech and language triggers as they happen, so that alert messages and documents can be passed to agents on the fly – enabling shorter, more productive call experiences for your clients. QA scorecards for your callers come as Sift standard so you can plan more purposefully for the future.

Gridspace Sift adds multiple new capabilities for real-time contact center monitoring so you don’t have to do it the old way. The Gridspace Pulse dashboard serves up high level business intelligence, giving users a live view of emerging trends and enabling you to act on any problems or emergencies in your business.

With Gridspace your company will be primed to thrive, not just survive, through a crisis.

Book a demonstration at http://www.gridspace.com and start experiencing what’s possible when billions of minutes of insights are captured, lessons learnt, and challenges overcome.

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