Customer Contact Week October 2018 Workshop Presentation

Many companies only analyze a small portion of their interactions – typically less than 3%. Unless you analyze every interaction it is not possible to get a full view into the voice of the customer. Great customer service can set your business apart from the competition. That’s why it is so important to evaluate customer satisfaction in every interaction. Speech analytics looks for particular words or phrases that signify a very unhappy or angry customer. Bringing all of these insights together shows you how the customer feels during their conversations and assigns a customer satisfaction score. In this interactive workshop, learn how a combination of human intelligence and artificial intelligence helps to overcome the challenges of contact centers while dealing with a massive amount of customer interactions.

Key Takeaways:

• How to get a 360-Degree View of Customers
• Why focus on CX & How to Improve it
• How to take unstructured data and make it actionable utilizing Artificial Intelligence and Human Intelligence