Customer experience is the cornerstone of your relationship.
Conversations have changed. Customers want to interact, not just via phone or email, but through social media, apps and chat – and they expect that experience to be seamless.
CEM tools give a 360 degree view of the customer, allowing your organisation to track, oversee, organise, manage and monitor every customer interaction. This enables you to understand your customers better, empower your workforce with the right information, gather feedback and measure performance resulting in an improved customer experience – and drive greater loyalty.
Did you know...
Capita provides the technology for more than 30,000 contact centre agents.
How Capita used data analytics to improve customer experience at O2
Capita was given the challenge of improving both productivity and customer satisfaction scores for the O2 call centre.
In response, Capita delivered a proof of concept using speech analytics. This gave O2 the opportunity to analyse in detail the conversations they were having with their customers – in real time.
By mining this data, O2 could immediately identify trends and ensure their front line staff had access to the right information to support their customers.
Consultancy, user experience, Avaya hosted and premise systems
Call monitoring, analysis and intelligence, gamification
Conversation analysis and intelligence
Consultancy, migration to Salesforce Lightning, Pardot deployment
Contact centre manager's guide to customer conversations
For contact centre managers, being at the coalface of customer engagement can sometimes feel like facing a brick wall, with the weight of increased expectation and customer demand placed squarely on your shoulders.
This guide examines what you can do to ensure that your team and your customers can have the conversations they want and outlines 6 key strategies for success.