Providing good customer service is expensive. With each interaction that comes into your contact center, you’re spending money to keep that customer as happy as possible. There is a good chance, however, that while you’re spending that money, your customers aren’t as happy as they could be. Each defect in your business process from the root causes of repeat interactions to unnecessary external processes costs your company money and leaves your customers dissatisfied. So, while the old adage is true about spending and making money, chances are your company can find some ways to cut costs. But with hundreds of thousands of hours of interactions pouring into your contact centers on a daily basis, how can you and your company expect to weed the vital from the unnecessary?
The answer, interestingly enough, is in the question. In those thousands upon thousands of interactions your company receives are causes, trends, and problems waiting to be discovered. Through the use of Nexidia Analytics you will be able to identify the root causes of the repeat contacts, ensure your agents are following the proper troubleshooting steps, and avoid unnecessary processes. Through the leveraging of Nexidia Analytics, your company will be able to:
Identify the root cause of issues that cause long talk times or repeat calls
Understand your technical calls and texts and ensure agents follow the correct troubleshooting steps before issuing a service call
Determine gaps in workflow to eliminate redundant processes
Monitor problems resulting in high volumes and identify areas for more effective call routing
Learn about Nexidia's products and services and how you can become a hero to your customers.