Automated analysis of the customer engagement is one of the most versatile and powerful innovations to become available to contact centres in recent years.
Today, customer engagement analytics, sometimes called speech and text analytics, is being used to significantly reduce call times, raise agent productivity and increase revenues from sales and collections operations. It is also being used to improve adherence to best practices, improve compliance with TCPA (Telephone Consumer Protection Act), FDCPA (Fair Debt Collection Practices Act) and other regulations, optimise the customer journey across all contact channels and touchpoints, and provide a more efficient, satisfying, targeted and optimised customer experience.
Besides being versatile, customer engagement analytics can be extremely cost-effective when monitoring customer engagements across channels. Users of this game-changing technology are oftentimes finding multiple opportunities within their environments to quickly gain a full return on investment (ROI) through a combination of improving productivity, reducing operational costs and increasing revenue. This white paper explains how customer engagement analytics creates value with rapid ROI.
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