Contact Center Analytics - Speech, Interaction, and Agent Performance
Often, workforce engagement, service levels, and productivity will erode within the contact center, but leaders lack the insights to know which changes are worth making. We use AI, natural language, speech, text, customer journey, agent performance, and other analytics to identify problem areas, improve workforce engagement, back quality assurance, and quantify results.
Results from that approach include 73,144 repeat calls root-caused for a membership travel company, $1.84 million in annual benefit for a health insurer, and $9.2 million a year for an auto insurer. Each began with a call study and ended with the contact center acting on what it found.
Contact Center Leaders
Customer Experience (CX) Leaders
We drive visibility into the contact center to help CX leaders leverage customer metrics and nail down CX improvements to win over and retain customers.
Chief Financial Officers
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Retail, Sourcing, and Growth Leaders
We use customer insights to build personas, spotlight CX weak spots, and unlock new growth opportunities.
Workforce Engagement and Employee Retention Strategy
High employee turnover inflates costs, hurts productivity, and impacts morale. With key support technologies like artificial intelligence (AI), interaction analytics, agent desktop automation, process analytics, and others, we identify opportunities and build a strategy to automate mundane tasks, improve work for agents, increase productivity, and keep employees on your team longer.
Ready to reduce contact center costs? Speak with an Andrew Reise consultant.
Quality Assurance and Continuous Performance Improvement
Want to deliver a level of service that sets your contact center apart from competitors? We dive deep into your teams’ interactions, examine agent performance, analyze costs, and implement a strategy that ensures your operation is consistently improving call resolutions, call volume forecasting, sentiment analysis, and other important performance metrics.
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Manage change and elevate performance at once
New technologies and new programs require change throughout the contact center. That change can cause workforce engagement to slip. We minimize disruptions by analyzing how your employees will be impacted by role, team, and organization. Then we define and deploy a workforce optimization strategy that gives your teams the support they need to stride forward.
Set up and use groundbreaking technology
Automation, AI, natural language processing, and speech and voice analytics can drive down costs and skyrocket productivity. But they’ll only cause turmoil if they aren’t well-managed. We’ll identify high-ROI opportunities to implement technology, optimize your business properly, and hand you the reins. We also maximize adoption of your current technology so you achieve as much value out of it as possible.
Ready to get started?
