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.
BUYING PERSONAS
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 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.
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
