As the travel industry expands, ensuring that your customers receive the best possible service possible while keeping costs in check can be extremely difficult. Each defect in your operation, from repeat calls about your member loyalty program to a glitch in your online reservation system costs your company money and drives customer dissatisfaction. 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 calls, 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 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.