Customer Experience

Customer surveys providing CSAT and NPS data can be invaluable for understanding what the drivers of both positive and negative customer experiences are. However, understanding the correlation and causation of these positive and negative experiences is often hidden in the unstructured data of the customer conversations.

By leveraging speech and text analytics you are able to create structure around the drivers of satisfaction and dissatisfaction providing new levels of insight into how to improve the customer journey.

• Create structure around the drivers of satisfaction and dissatisfaction.
• Agent skill assessment reports (e.g. utilisation of empathy, root cause diagnosis, closing call skills) to develop targeted training plans.
• Omni-channel customer experience visibility and insights into how to improve the customer journey.
• Correlate and determine the root cause for process issues driving customer dissatisfaction.
• Reports providing actionable data on your preferred timetable.