Identify Root Cause to Reduce Calls Featuring Thomson Reuter's

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?

Join Thomson Reuter's Senior Analyst, Brian Miller, to learn 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

Download Webinar Slides

Previous Article
Top 10 Gamification Blogs
Top 10 Gamification Blogs

Gamification is a popular strategy that contact centers use to improve employee performance as well as bus...

Next Video
How to Get the ROI from Your Contact Center with Engagement Analytics Featuring Praxidia
How to Get the ROI from Your Contact Center with Engagement Analytics Featuring Praxidia

Learn in this webinar featuring Praxidia the insights, best practices and success stories on implementing a...