Enable your customers by carefully studying the processes and inputs required to serve your clients within the IVR. From prompt variations, recognition parameters, and data collection points, find out how your systems create barriers to customer journey success.
increase in self service containment rates
One of the hidden costs within the contact center is the quiet challenge of the agent to agent transfer. Use journey analytics to locate the breadth of the issue in your systems and detect the potential multi-channel journeys that are the true drivers of agent calls.
improvement in agent to agent transfer rates
There is nothing more frustrating than having to make multiple calls into the contact center in order to get your needs addressed. Journey Analytics can quickly identify patterns of behavior, either customer or agent driven, that can increase the prospect of generating a repeat call and increasing your cost to service your customers. Let the right agent help the customer solve the right problem the first time.
improvement in repeat calls
Providing your customers a trustworthy and secure phone experience is critical to collecting the inputs required to serve them. Whether your center utilizes account and pin or cutting edge voice recognition, get them to their answers faster by finding the obstacles you've unwittingly constructed for them.
jump in self-service authentication
Connect data with upstream touchpoints to uncover the interactions and behaviors that drove survey results. Understanding the customer journey before filling out a survey is key to reducing pain points for the greatest lift in client delight.
increase in NPS/CSAT scores
Realize the hidden patterns in customer behavior prior to
an executive or regulatory complaint in order to delineate necessary process improvements, optimal intervention points, and strategies for de-escalating negative sentiment before it becomes a breaking point.
improvement in overall complaints
- Fortune 50 Financial Services Customer