Exploring how businesses can leverage data-driven insights to enhance customer experiences (CX) and operational performance continuously.
As customer expectations evolve, contact centres must go beyond traditional operational efficiency to deliver exceptional customer experiences.
This webinar, brought to you through the partnership between evcoms and NICE in association with CCMA, hosted by Mark Baldwin, will explore how businesses can leverage data-driven insights to enhance customer experiences (CX) and operational performance continuously. The session will focus on key strategies for achieving business goals using omnichannel interaction analytics, improving customer satisfaction, and driving operational excellence.
Key areas of discussion will include:
- Understanding and Optimizing Customer Journeys: How businesses can better understand customer experiences and improve them through detailed journey analytics.
- Improving Agent Performance: Using AI-powered analytics to automate evaluations, coach agents effectively, and optimize performance. We’ll explore how to reduce abandoned interactions, decrease average handling time (AHT), and lower excessive agent hours.
- Operational Excellence: Methods for effective planning, forecasting, and scheduling across all channels, with a focus on cost optimization and employee engagement.
- Voice of the Customer (VoC) and Feedback Management: The importance of acting on feedback to drive efficiencies, increase agent engagement, and identify root causes of dissatisfaction.
- Risk Mitigation and Compliance: Ensuring businesses stay compliant while continuously improving their operations through actionable business insights.
