Government

Significantly increase citizens and constituents insights

Greater use of data can be the foundation of productivity improvement. Many government entities lack a culture in which decision and performance are based on a clear understanding of the “facts on the ground” and the economic and operational drivers of performance based on insightful data. Significantly improved data are a prerequisite for reform.

Watch: Gaining a deeper understanding of citizen contact with Conversation Analytics


BUYING PERSONAS

Andrew, Legal

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

Edith, VP for CX

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

Carl, Contact Center Director

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 Customer Buying Journey

Joe started a new business and is looking forward to hire new employees. However, being a proprietor himself for a long time, he is not familiar with having employees around and is anxious about employee taxes.

Find out his patient journey with and without Conversation Analytics.

Download the buying journey for Government>

Opportunities

  • 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

Actionable Outcomes

Learn why 86% of our Proof of Concepts end in success!

Discover the potential ROI from your Call Journey investment.

 

Call Journey ROI Calculator