The answer to this question is right under your nose and contained in your customers’ everyday transaction data history – from kiosks, web site, and IVR systems. Join us to learn how several top-tier organizations reported $200MM cost savings after they discovered the specific areas driving self-service failure and increased live agent calls – simply by analyzing customers’ paths across the multiple channels they interact with.
Customer Experience Analytics (CEA) provides a unique visual map of customer behavior within and across all interaction channels to provide powerful insight into systems and issues preventing customers from quickly and easily completing tasks and resolving their issues so you can implement changes that have an immediate impact on customer experience and operations costs:
- Identify where and why customers opt out of IVR application
- Pinpoint authentication issues preventing customers from task completion
- View customer behavior across channels to see what drives repeat contacts
- Understand the direct relationship between higher customer effort and satisfaction and loyalty
If you’re looking to slash costs dramatically without re-engineering your infrastructure or operations while improving the customer experience, you can’t afford to miss this webinar! |