We help you analyse customer or agent conversations to understand why calls are being generated. We then recommend processes and structures to minimise these. What we offer:
Reasons for contact: We understand why customers are reaching out to your contact centres and anticipate their needs.
Customer Satisfaction: We measure customer satisfaction and identify and address the root causes of dissatisfaction to prevent it.
Quality Monitoring: We assess agent performance in order to help them improve their quality of service.
Avoid up to 20% of calls by addressing new customer needs with more than 15 new online features identified from customer call insights.