The digital live voice interaction is a unique opportunity to get deeper insights from your customers, including learnings of what upsets and amuses each of them, and therefore boosting brand loyalty while reducing churn.
This White Paper provides valuable insights on the challenges addressed by digital voice:
Agents and drivers are the visible voices, hands, and faces of the organization and must be coached and recognized when contributing to the overall business results.
Random sample listening reduces dramatically the chances of both identifying processes and behavioural opportunities and cannot generate a robust metric for decision making.
Creating and applying a methodology to measure and classify customer sentiment is challenging and individual criteria, bias and judgment are unlikely to be controlled.
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