Look Who's Talking – an analytics story
So you want to improve customer experience, manage peaks in demand, introduce new channels, train and support agents working from home? Where to start?
The good news is, you already have the answers you need. The conversations happening everyday between your staff and your customers contains the insight to build your strategy and solve pain points. Drawing on real cases in contact centres across a number of sectors, we will show how a speech analytics trial uncovered some quick win opportunities for reducing complaints and callbacks, improving compliance, and accelerating agent onboarding. Good news indeed!