Thomson Reuters, like many businesses with in-house or 3rd party call centers, had trouble identifying what drove their customers to call, understand why they called back repeatedly, why calls were transferred, and why promised callbacks were not consistently made?
Hear from Thomson Reuter's Senior Analyst, Brian Miller, how they used speech analytics to define root cause, develop a process for determining how to fix the issues, provide targeted agent training, and monitor implementation and ROI.
In this webinar you will learn how to:
- Pinpoint root cause
- Establish a process for change
- Identify self-service opportunities
- Develop targeted training and coaching
- Reduce calls