Reduce Churn and Increase Customer Satisfaction with Speech Analytics
According to Gartner, a 5% improvement in customer retention can increase business profits anywhere from 25% to 125%. Contact analytics can ensure that your agents have a positive impact on customer experience by providing insight into all aspects of sales, marketing, customer service, and operations. Automatic scoring can reveal which agents are performing well, which are falling behind, and which customers are at risk for churn. The case study in this whitepaper will discuss how a healthcare insurance provider used contact analytics to identify and remarket to potential "at risk" customers, dramatically increasing retention rates.