The case study featured in this paper will discuss how a healthcare insurance provider used contact analytics to identify and remarket to potential “at risk” customers. Additional benefits of contact analytics will also be discussed, including a reduction in average handle times, a reduction in call volumes, and the delivery of performance feedback directly to agents.
Error - something went wrong!
Other content in this Stream
4 Measurements of CX Success in the Outsourced Contact Center
When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. And it is no surprise that the number of home-based customer...
Using Interaction Analytics to Digitize & Optimize Performance
Real Time Resolutions Improves Contact Center Efficiency
See how Real Time Resolutions increased call center efficiency, decreased operational costs and improved call volumes in their contact center.
Defenders Improves Sales Agent Performance
Afni Improves CSAT, Sales and FCR with Automated Analytics
Learn how BPO Afni improved sales, higher customer satisfaction, and time savings with speech analytics, allowing managers to do more to grow the business.
Real-Time Feedback Takes Agent Performance and Compliance to New Levels
Learn how AMCOL Systems improved their contact center analytics program with real-time agent feedback for improved agent performance and compliance.
The Importance of Contact Center Efficiency and Customer Experience as Energy Pricing Faces Scrutiny
By: Frank Sherlock, Vice President, EMEA Sales With energy prices rising, the UK government recently announced an independent review into the total cost of electricity and factors that could be...
Improve the Customer Experience with Interaction Analytics
Delta Outsource Group Achieves Optimal Revenue Recovery
Learn how Delta Outsource Group leverages speech analytics to improve call center efficiency and increase revenue recovery through monitoring of 100% of collector calls.
Using Gamification to Improve Contact Center Performance
How Interaction Analytics Reduces Costs, Optimizes Engagements, and Provides Rapid ROI
Optimize Performance Work-at-Home Agents
Learn best practices and tips on how to manage, evaluate, motivate and achieve optimal performance from your remote agents.
Contact Center Efficiency
Developing Best Practices to Improve Agent Performance Through Interaction Analytics Insights