Each time your contact center agents don’t identify an up-sell or cross-sell opportunity, your company has lost out on additional revenue. The problem is that your company receives a lot of calls and it’s difficult to manage every sales opportunity during every interaction. Beyond even those missed sales is the fact that it can be difficult to determine how successful a campaign was. With so many moving parts, how is your company to pinpoint what’s working and what’s not?
Nexidia Analytics provides not only a way to listen to every single interaction that your company receives, but a valuable system of focusing on what's working and what's not. By analyzing past interactions, your company can quantitatively target the sales strategy that will resonate the most with your customers. Since each call is being recorded and analyzed, your company can begin to building best practices based on the highest performers, ensuring your entire contact center is working towards the same goals. Nexidia Analytics will allow your company to:
Locate and quantify specific events, building metrics to align with corporate objectives such as offers made versus upsell opportunities
Correlate data points such as customer spend and purchase history to build predictive models, prioritizing customers with a propensity to buy and create the next-best offer
Identify high performing agents and base best practices off their behavior
Establish thresholds and work with agents, measuring performance against sales driven metrics
Learn more about how Nexidia can help you solve your most pressing challenges.
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