Interaction Analytics (IA)
Of course you know your customers. After all, you're constantly in touch with them. But do you really know them? Aren't things more complicated? Customers that seemed satisified over the phone anonymously criticize your company online. Why?
In order to get the full picture, Interaction Analytics doesn't just analyze single sources of your service center. Instead, it looks at all available sources: e-mail, phone, web, chat, social media ...
Using that data, you can come to the right conclusions about optimizing business processes and coaching your employees. You get a clearer picture about which interactions led to a positive customer experience, and what you and your organization can learn from them. You get transparency about why the handling time of certain parts of your service center has risen over the past weeks. You can determine what impact your current marketing campaign has on your contact center's service level.
You can do all that and much more with Interaction Analytics. Get to know this tool and its possibilities.