WhenMay 21, 20192:00 PM - 3:00 PM ETWhereOnline
Why Your Contact Center Conversations Are A CX Goldmine!
Pull back the curtain from the contact center and shine as spotlight to uncover the key drivers of customer experience from every conversation being captured already! The Voice of the Customer (VoC) and Voice of the Employee (VoE) captured with speech analytics offers a rich resource for CX insight across the customer journey. This webinar will highlight the goldmine of insights offered within speech analytics with case study examples that include how one organization combined their NPS survey results with speech analytics to improve customer retention and reduce agent attrition. Hear how intent, action and emotion derived from unsolicited feedback can be measured and consequently acted upon. Also understand that there is great value in understanding how your frontline employees represent your brand with scored detail identified from every interaction. Steve ChirokasDirector of Product & Partner MarketingCallMiner