Companies need to rethink the way they obtain information about their customers’ phone call experience. As consumers increasingly seek immediate answers to their problems and issues, contact centers require scalable and efficient tools to analyze all interactions between employee and customer.
The solution developed by Enghouse facilitates the identification of concrete actions to improve the relationship with your customers. In addition to analyzing satisfaction scores (NPS, IRC, CSAT, CES, etc.), the tool performs an exhaustive analysis of verbatims to get to know your customers in-depth, allowing you to:
- Listen to customers in all interactions.
- Analyze what they say to understand the reasons for their behavior
- Use this knowledge to act quickly to correct customer experience problems.
Download the guide and learn how to develop your own action plan based on the analysis provided by our tool.