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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.

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Case study

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.



Product portfolio

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Contact centres

Consultancy, user experience, Avaya hosted and premise systems

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Workforce management

Call monitoring, analysis and intelligence, gamification

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Speech analytics

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.

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