With consumers having the power to instantly share a poor CS experience to countless social media connections, business can no longer afford to retain such large black spots within their quality assurance process.
But why only sample a small faction of your customer base?
By analysing 100% of interactions, conversational analytics offer access to an invaluable source of untapped feedback, leading to increased NPS and CSAT, customer loyalty, agent sales effectiveness and first time resolution.
“AI presents an opportunity for enterprises to advance their understanding of customer goals and the journeys they take to accomplish those goals.”