Topbox is a Game Changer for WU

As I mentioned in my previous blog, Reflecting on my first weeks at WU I had the opportunity to sit down with Casey Denby, Global Leader of the Learning and Improvement team, and talk about what his team has achieved in working with the Topbox Team & Software. Topbox is a customer experience analytics platform that was piloted in early 2018 and subsequently implemented globally across the Customer Care workforce by November of 2018. From my meeting with Casey, I learned: Topbox provides measurementTopbox gives insightsTopbox boosts improvement

Topbox provides measurement

For years, listening to the customer experience has been dependent on customer surveys, although most conversation about customer satisfaction happens organically across multiple channels. This all changed when Western Union implemented the customer experience analytics platform, Topbox. Casey describes Topbox as a “Game Changer” as it allows us to analyze and listen to our customers and agents on a massive scale, then capture the sentiment and context of each interaction, which results in tangible and actionable data.

Topbox gives insights

The insights we are now able to generate from the voice channel have increased from <1 percent to 15-20 percent. These insights allow us to see whether Customer Service Representatives (CSR) are driving a more positive or negative customer sentiment. We can identify the CSRs who have the most negative calls and target them for coaching. In contrast, it is also simple to identify top performers and leverage their behavior for best-practice coaching. By targeting theses representative and giving them appropriate coaching based on factual evidence, the team is able to improve WU’s customer sentiment in major ways. This approach to understanding and taking action around the WU Customer Experience was not possible before implementing the Topbox platform.

Topbox boosts improvement

When I met with Casey, he shared one of many examples of Topbox’s positive impact on the WU Customer Experience. A call center located in Mexico had an abundance of unhappy customers. Topbox was able to analyze the insights from the speech analytics and identified with ease that the call quality was poor on Western Union’s end. Knowing this information, WU was able to target the problem, fix it, and the customers’ frustration with this pervasive and preventable issue went away overnight. Without Topbox, this root cause issue could have gone unnoticed for years.

“Every interaction matters and being able to quantify the success or failure of each interaction in the background without using a whole army of human capital is a major win for Western Union.” Said Casey Denby, Global Leader of the Learning and Improvement team at WU & owner of the Topbox platform.