WHY USE US
Ensighted delivers step changes in business performance
If You Can’t Measure It, You Can’t Improve It! We leverage the latest speech and text analytics technologies to understand which sales conversations and skills have the greatest impact on conversions. You can monitor skills utilised, how well they are applied and validate compliance for ever improving performance.
Finding compliance issues can be liking finding the needle in the haystack. Sampling random calls per agent doesn’t cut it. By leveraging speech and text analytics of your agents, you can identify specific deviations from your compliance policies and then use this with agents who need coaching.
Understanding correlation and causation of both positive and negative experiences is often hidden in the unstructured data of the customer conversations. Our software creates structure around drivers of satisfaction and dissatisfaction and presents them in a format for actionable outcomes.
Create easy to digest customer journeys across voice, text and social media, to optimise the effectiveness of your agents. Understand what your customers are saying across all interactions. This ensures delivery improvement is based on meaningful data – not anecdotal – to ensure the greatest impact.
Self Service Optimisation
Often historical data is used to understand and improve IVR systems. The true source of insight comes from understanding what was said during conversations. By capturing and analysing all agent interactions you understand what customers really want, not what buttons they happened to press.
We provide a range of specialist consulting services to assist your business with customer experience strategy, operational wellness and tactical execution. Previous engagements include Contact Centre Optimisation and benchmarking, Improved Customer Experience blueprint, Technology procurement and Management.
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