Driving customer satisfaction from the contact centre with sentiment and behavioural analytics
The contact centre is the first line of communication between a business and its customers.
But, traditionally, this department was neglected and often, outsourced. This has created a number of challenges in meeting customer needs, which has only been exacerbated by the severe disruption caused by coronavirus.
With contact agents, like the rest of society, being forced to work remotely, the ability to interact, engage and respond to the customer in a timely, efficient and accurate manner has suffered and yet, it has never been more important to deliver a consistent and excellent level of service.
In this remote working era, it is more critical than ever to ensure that manual operations continue to be automated and moved to digital channels where possible, even as customer expectations of the services they receive continue to rise.
The contact centre has decades of customer interactions data that can be utilised to drive better customer experience, while delivering transformational ROI…with the right technology.
Sentiment and behavioural analytics represents the foundations of understanding customer and agent interactions, and how they influence customer satisfaction, loyalty, and experience.
By using sentiment and behavioural analytics in contact centres, businesses can effectively monitor employee performance and boost customer satisfaction, while making intelligent business decisions, even in a work at home business landscape.
In this webinar, join Information Age and NICE Nexidia to find out how to drive customer satisfaction from your contact centre, regardless of industry, with sentiment and behavioural analytics. The audience will hear real-life use cases, detailing how to implement this technology and experience the transformational change to operations as a result.