Get a more holistic view of your citizens to better promote their well-being and influence positive societal change.
Today’s global pandemic has proven the importance of having a system in place for government and public sector entities to better understand their constituents and what they’re going through. Add Voice Data to the Local Council data package to significantly increase citizens and constituents and employee insights.
CHALLENGE: Automate QA and ensure robust risk management process.
HOW WE HELP: Conversation Analytics can process large volumes of calls, ensuring automated QA and broad script adherence among agents.
OTHER BENEFITS OF CONVERSATION ANALYTICS FOR LEGAL COUNSELS:
- Understand what we are saying to our customers
- Ensure proactive fraud management is in place
- Ascertain compliance levels
- Review risk management action performance
CHALLENGE: Incomplete and inconsistent insights from post-call surveys.
HOW WE HELP: Call Journey accurately identify what products and solutions are working and improve sales offering through in-depth customer insights. Call Journey’s AI-powered solution enables Edith to get near-real-time finger on the pulse of customer insights and the risks and opportunities for her business.
OTHER BENEFITS OF CONVERSATION ANALYTICS FOR CX:
- Track and management customer sentiment
- Drive root cause analysis of poor CX
- Gain effective insights into NPS performance
- Understand org processes gaps
- Ascertain performance of key initiatives
CHALLENGE: Discover the drivers behind the significant AHT discrepancies.
HOW WE HELP: Call Journey is not only able to reduce AHT but also helps reduce workforce churn, monitor agent performance and improve internal product roll-out process.
OTHER BENEFITS OF CONVERSATION ANALYTICS FOR CONTACT CENTERS:
- Understand agent performance
- Track Team Leader performance
- Improve efficiency/ productivity
- Hone scripts
- Track adherence to scripts/ regulation
The Citizen Journey
Sam is a single mom of two kids and needs further assistance in both financial and emotional senses to help her support her small family during these trying times. She has currently limited resources and would want to know if she is eligible in any help/assistance programs from her local council.
Find out her patient journey with and without Conversation Analytics.
- Better Understanding CITIZENS or CONSTITUENTS
- Deepening those relationships
- Meeting the engagement expectations of citizens and constituents
- Managing organizational culture
- Finding ways to improve productivity
- Put data at the center of decision making with a 360-degree view of their customer