No matter how lean it claims to be, every organisation has scope to increase its operational efficiency. The challenge is to identify where. Interaction analytics can help – giving you quantifiable insights into the causes of avoidable contact and repeat contact.
Our expert team examine a comprehensive range of your customer interactions across multiple channels – telephone, webchat, emails, surveys and social media. We’ll then learn from what customers and advisers are saying to help you reduce call volumes, improve first contact resolution and shorten handle times.
Our analytics services typically identify opportunities to improve operational efficiency by as much as 40%.