Everyone is talking about the power of speech analytics and with good reason. It can improve contact center agent training, provide greater levels of customer understanding and drive business transformation.
To understand how your company is making its customers feel, you need to understand how each touchpoint adds up in terms of positive or negative emotional sentiment and the only comprehensive way of doing this is with a customer experience map.
From monitoring the average time it takes to handle a call to asking customers to rate their associate, what are the call center performance metrics that really matter when it comes to delivering a differentiated customer experience (CX)?
As competition in the retail space continues to increase, using data to gain a clearer understanding of customers will be crucial in 2019 for those brands that want a customer experience (CX) that truly differentiates them from their competitors.
At this year’s Sitel Summit, the Global Head of Sitel Insights, Subhendu Mandal, and Bridge i2i CEO, Prithvijit Roy, made it clear that ignoring the wealth of data freely available to any consumer-facing company is a $3.1 trillion mistake.
Sitel Group takes another innovative step toward revolutionizing customer experience with advanced sentiment/acoustic, categorization, and performance analysis of interactions with customers.
Today, Sitel, a world-leading provider of customer experience solutions, announced that it has established strategic partnerships with BRIDGEi2i Analytics Solutions and Qlik to further Sitel’s ability to leverage data and analytics to help their customers provide exceptional client experience moments.