Customer experience is a priority for businesses. Contact center agents often represent the first interaction between a customer and brand. They are under pressure to ensure customers have the best experience.
The ramifications of a bad experience have a direct impact on revenues, with customers likely to leave a brand after just one poor experience. The impact of bad customer experience costs UK brands £234 billion a year in lost sales.
With organizations making it easier to onboard new customers it has never been more important to ensure there are no reasons for customers to churn.
At a time when customer experience and engagement has never been so important, machine learning and artificial intelligence are enabling contact centers to make data-driven decisions to influence these factors. Analytics makes quality customer experiences possible. But analytics of voice data is only possible with an any-context, accurate transcription to underpin it.
In this webinar, Product Marketing Manager, Alex Fleming discussed how contact centers can improve customer experience using voice technology.
He covered:
– An overview of how voice technology can improve customer experience
– How to obtain a 360-degree view of customers
– How to speed-up dispute resolution and achieve first call resolution
– How to improve agent performance
– Predictions for the future use of voice technology within the contact center
