Can you prove the ROI?
With Paul Weald and Dr Danica Damljanovic.
Hosted by Don Haddaway.
Context:
Technology such as real-AI speech and emotion analysis analyses real-time customer and employee interactions that allow you to discover urgent customer experience priorities. But the business case for first wave speech analytics solutions have not lived up to their promise:
● Too many contact centres struggle to apply the technology to solve day-to-day operational problems
● Typical behaviour usually sees a wide range of unstructured searches initialised from differing parts of an organisation resulting in little actionable insight
But now the latest generation AI platform from vendors such as Sentient Machines utilise 25 Machine Learning algorithms, each performing a distinctive function so that bespoke implementation costs are reduced and time to deliver results are speeded up.
Objective:
In this webinar you will find out how generating insight alone is not sufficient – it is only when it is applied to drive continuous operational improvements that benefits are realised. Business case benefits fall into two broad categories – those that have a direct financial impact through either operational cost reduction or increased revenue per call; and those that have an indirect financial impact from either future customer life time value or lower future risk.
Whilst from a Customer Experience perspective you want to explore the unknown unknowns as a source of insight, to convince the CFO to invest you first need a methodology and approach that uses the platform to deliver tangible commercial outcomes.
Highlights:
Interaction Analytics: How Much Does it Cost?
Chatbots vs. Interaction Analytics
Boost Sales with Interaction Analytics
Reduce Churn with Interaction Analytics
Identify Competition with Interaction Analytics
Enhance Agent Training and Performance with Interaction Analytics
Optimise QA Team Headcount with Interaction Analytics
Increase Productivity with Interaction Analytics
View the full talk below: