As the first line of communication between a business and its customers, the contact centre typically has the richest source of untapped data at its disposal. Savvy businesses should use this asset as their ‘new oil’ to improve customer satisfaction and productivity by reducing cost per contact and gaining unlimited and transformational insights.
In this on-demand webinar we explore, through a Freeway Insurance case study, how organisations can drive substantial and sustained contact centre performance improvements while adapting and managing through these ever-changing market conditions.
Watch to learn:
- The importance of adopting interaction analytics for improving quality assurance
- How to successfully combine technology & process to elevate customer experience, achieve sales goals & maintain compliance
How interaction analytics supports rapid adaption to dynamic situational conditions