Reduce cost-to-serve by understanding interactions that drive customers to more costly channels like call centers. Use digital, mobile and contact center data to determine the causes and impact of digital leakage.
VOC data only tells part of the story. Improve customer satisfaction by understanding the friction in your customer journeys that lead to lower CSAT and NPS scores. Identify journey improvements to turn detractors into promoters.
Evaluate the impact that branch, retail and contact center have on the customer journey. Identify agent training and IVR enhancements to reduce agent calls, lift first contact resolution and increase digital adoption and self service.
“We can finally trace the multitude of things a customer does – and given what they do – how it affects the bottom line of our business.”
Lori Bieda, Head of Analytics Centre of Excellence, Bank of Montreal