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Are You Really Listening to Your Vulnerable Customers?

5 Reasons Why Fair Treatment Drives Customer Loyalty

Studies reveal that many organisations are missing the opportunity to keep customers loyal by persisting with practices that drive switching. In this year’s CallMiner Churn Index we identified that 3 out of the top 4 reasons that people abandon their suppliers is simply due to feeling unfairly treated.

Interaction Analytics is a proven way for organisations to ensure fair treatment by assisting their agents in providing appropriate support and advice. Join Steve Murray of IP Integration and Mark Lockyer of CallMiner as they explain how todays contact centres are leveraging analytics to support their remote agents and safeguard their brand.

In this webinar you’ll learn:

  • The role of interaction analytics in contact centres during and post COVID-19
  • How interaction analytics powers fairness and consistency to drive customer loyalty
  • Ways to use personalised coaching and performance plans to protect customers and mitigate risk
  • Effective strategies for recognising and managing vulnerable customers.

Download the webinar slides here.

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