The contact centre, the first line of communication between a business and its customers, typically has the richest source of untapped data at its disposal. Savvy businesses should use this asset as their ‘new oil’ to improve customer satisfaction and productivity by reducing cost per contact and gaining unlimited and transformational insights.
In this webinar, in partnership with CallMiner, we will explore through a Freeway Insurance case study, how organisations can drive substantial and sustained contact centre performance improvements while adapting and managing through these ever-changing market conditions.
The audience will learn:
· The importance of adopting interaction analytics for improving quality assurance
· How to successfully combine technology & process to elevate customer experience, achieve sales goals & maintain compliance
· How interaction analytics supports rapid adaption to dynamic situational conditions
A Q&A panel will follow the presentation, where we will elaborate on how to drive improved contact centre outcomes by engaging every customer across all communication channels at the frontline and how to use the best technologies and practices to optimise this experience.