Customer Conversations Drive Organizational Change
Structured data analytics such as CRMs or surveys provide clues to what customers are saying, but the unstructured behavioral data that speech and text analytics uncovers allows you to understand exactly what customers are saying, what they are asking for, and their pain points. In turn, analytics can be applied to agent interactions to drive quality management programs and operational excellence.
Being able to understand customer and agent needs on a quantitative and qualitative level makes it possible to implement prescriptive and predictive change management programs and measure positive change across the organization.
While interactions may originate in the contact center, the business insight they contain resonates throughout the entire organization. Marketing, product, customer care, and even technical support can all benefit from being able to find and quantify customer behavioral events. By knowing when, how often, and why events such as competitive mentions, negative sentiment, unresolved issues, or accepted or rejected marketing offers take place, companies can drive positive change.
CCR’s custom development solutions for Nexidia Analytics would help you to achieve your integrations from the company’s CRM and similar dashboards to your contact center software. These custom development solutions may grant you to save time, cost, and easy-to-use interface. CCR’s Fully customizable dashboard will assist you to detect the critical information about your contact center and get the analytics from the desired datatype.