COMPUTERIZED SYSTEM FOR CUSTOMER JOURNEY SCORING FOR A GRAPHICALLY INTERACTIVE VOICE RESPONSE SYSTEM
The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.
1 . A method for operation of a graphically interactive voice response (IVR) system for processing customer communications, the method comprising:
presenting, on a computerized display for call routing, a graphical representation that allows a user to see a call flow route and a series of drop-down menus indicating options for transmitting incoming call data within an organization corresponding to the call flow route, said options including a module for customer journey scoring; and
adding, to the computerized display, a graphical indication of an option selected by the user from the series of drop down menus and representing on the graphical representation a change to the call flow route based on the options from the series of drop-down menus selected by the user;
wherein customer journey scoring is based upon objective data from a customer's perspective measured during a customer call.
2 . The method of claim 1 wherein the objective data from a customer's perspective measured during a customer call comprises at least a wait time or a hold time.
3 . The method of claim 2 wherein the objective data from a customer's perspective measured during a customer call comprises at least a wait time or a hold time between each touch point from inception to fulfillment during the customer call.
4 . The method of claim 2 wherein the objective data from a customer's perspective measured during a customer call comprises at least a time spent at each touch point from inception to fulfillment during the customer call.
5 . The method of claim 1 wherein the objective data from a customer's perspective measured during a customer call comprises at least a time of day corresponding to the customer call.
6 . The method of claim 1 wherein the objective data from a customer's perspective measured during a customer call comprises at least a set of topic categories identified during the customer call.
7 . The method of claim 1 wherein the customer journey score is combined with a sentiment journey score to produce a net promoter score, the sentiment journey score being based on a volume, a tone, and a set of identifiable words used by the customer during the customer call, and the net promoter score using weighted values for the sentiment journey score and the customer journey score based on user-designated criteria.
8 . A graphically interactive voice response (IVR) system for processing customer communications, said system comprising a memory, a call management subsystem, and a processor for:
presenting, on a computerized display for call routing, a graphical representation that allows a user to see a call flow route and a series of drop-down menus indicating options for transmitting incoming call data within an organization corresponding to the call flow route, said options including a module for customer journey scoring; and
adding, to the computerized display, a graphical indication of an option selected by the user from the series of drop down menus and representing on the graphical representation a change to the call flow route based on the options from the series of drop-down menus selected by the user;
wherein customer journey scoring is based upon objective data from a customer's perspective measured during a customer call.
9 . The system of claim 8 wherein the objective data from a customer's perspective measured during a customer call comprises at least a wait time or a hold time.
10 . The system of claim 9 wherein the objective data from a customer's perspective measured during a customer call comprises at least a wait time or a hold time between each touch point from inception to fulfillment during the customer call.
11 . The system of claim 9 wherein the objective data from a customer's perspective measured during a customer call comprises at least a time spent at each touch point from inception to fulfillment during the customer call.
12 . The system of claim 8 wherein the objective data from a customer's perspective measured during a customer call comprises at least a time of day corresponding to the customer call.
13 . The system of claim 8 wherein the objective data from a customer's perspective measured during a customer call comprises at least a set of topic categories identified during the customer call.
14 . The system of claim 8 wherein the customer journey score is combined with a sentiment journey score to produce a net promoter score, the sentiment journey score being based on a volume, a tone, and a set of identifiable words used by the customer during the customer call, and the net promoter score using weighted values for the sentiment journey score and the customer journey score based on user-designated criteria.
15 . A non-transitory computer-readable medium comprising computer-readable instructions for a graphically interactive voice response (IVR) system capable of processing customer communications that, when executed by a processor, cause the processor to:
present, on a computerized display for call routing, a graphical representation that allows a user to see a call flow route and a series of drop-down menus indicating options for transmitting incoming call data within an organization corresponding to the call flow route, said options including a module for customer journey scoring; and
add, to the computerized display, a graphical indication of an option selected by the user from the series of drop down menus and representing on the graphical representation a change to the call flow route based on the options from the series of drop-down menus selected by the user;
wherein customer journey scoring is based upon objective data from a customer's perspective measured during a customer call.
16 . The computer-readable medium of claim 15 further comprising instructions whereby the objective data from a customer's perspective measured during a customer call comprises at least a wait time or a hold time.
17 . The computer-readable medium of claim 16 further comprising instructions whereby the objective data from a customer's perspective measured during a customer call comprises at least one of:
a wait time or a hold time between each touch point from inception to fulfillment during the customer call; or
a time spent at each touch point from inception to fulfillment during the customer call.
18 . The computer-readable medium of claim 15 further comprising instructions whereby the objective data from a customer's perspective measured during a customer call comprises at least a time of day corresponding to the customer call.
19 . The computer-readable medium of claim 15 further comprising instructions whereby the objective data from a customer's perspective measured during a customer call comprises at least a set of topic categories identified during the customer call.
20 . The computer-readable medium of claim 15 further comprising instructions whereby the customer journey score is combined with a sentiment journey score to produce a net promoter score, the sentiment journey score being based on a volume, a tone, and a set of identifiable words used by the customer during the customer call, and the net promoter score using weighted values for the sentiment journey score and the customer journey score based on user-designated criteria.