We'd like to learn a bit more about you before downloading this eBook.

First Name
Last Name
Job Title
# of Agents
Do you currently have speech analytics?
Thank You!
Error - something went wrong!

How Water Utility Contact Centres Can Meet Ofwat’s Expectations eBook

Customer contact centres will obviously play a crucial role in meeting the needs and expectations of the regulator. Every customer interaction presents an opportunity to identify the signs of vulnerability. Whether customers get in touch to resolve issues or file complaints, or agents are involved in collection activities, each of these interactions can provide valuable insight into a customer’s situation and the quality of the service they receive. And, some signs of vulnerability may be hidden in those interactions.

Consequently, these new expectations from the regulator increase the importance of the contact centre in two key ways. Now there is a
compelling need to:

  1. Capture, analyse and share customer contact data
  2. Use the insights from that data to deliver a tailored experience for all
    customers – especially vulnerable customers.

This eBook is designed to be a helpful guide to meeting these twin challenges. It will explain how Interaction Analytics can automate how customer interactions are converted into meaningful data that can be used productively by the regulator and by contact centre agents. It also addresses how Interaction Analytics can help reduce compliance risk in your contact centre.

Previous Flipbook
A Day in the Life of an Analyst – Secrets for Success
A Day in the Life of an Analyst – Secrets for Success

Simple Health implemented CallMiner Eureka interaction analytics to improve the ability to monitor and trai...

Next Article
RFPs for Speech Analytics: Asking the Right Questions
RFPs for Speech Analytics: Asking the Right Questions

When you want to hear what your customers truly have to say, you are on the path to transforming your busi...