Firstsource Presents: Customer Interaction Analytics is the 'New Black'
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The emergence of digital channels has given the power to self serve and convenience to end-customers. However, consumers tend to move between channels expecting seamless service.
In the absence of an omni-channel environment, customers get disappointed and leave. For organizations, multi-channel complexities add up to high cost to serve and reduced customer satisfaction.
Using customer interaction analytics, enterprises can understand customer behavior across service channels, their emotional journey and real issues causing them to contact organizations.
Ultimately, it can provide actionable insights across various operational parameters that can help in contact elimination and improving customer experience.
Ultimately, it can provide actionable insights across various operational parameters that can help in contact elimination and improving customer experience.
Please join Aparajita Gupta, Vice President of Customer Insights, Firstsource and Daniel Ziv, Vice President, Voice of Customer Analytics at Verint for an in-depth conversation, during which the following topics will be covered:
- Global trends in customer interaction analytics
- Role of speech and text analytics in emotional detection and customer journey
- Approaches for deriving actionable insights from customer interactions
- Industry use cases of customer interaction analytics for defining e-strategy, reducing customer effort and cost to serve
Presenters:
Aparajita Gupta
Vice President of Customer Insights
Firstsource
D. Daniel Ziv
Vice President, Voice of the Customer Analytics
Verint - Enterprise Intelligence Solutions
We respect your privacy, by clicking ‘Watch On-Demand’ you agree to having your details passed onto the sponsors who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.
