Today’s financial services contact centers generate an enormous amount of data through voice interactions, e-mail, the web and other channels. As a result, collecting and analyzing this data to more efficiently handle calls, retain customers and generate revenue for financial institutions, can become a daunting task. However, with the right people and analytic solutions, contact centers can derive intelligence, gain insight and drive payment strategies from this rich data source.
In this session, we will discuss various analytics derived from the “voice of the customer”. We will identify trends for measuring customer satisfaction, improving service, and better understanding cardholder needs and behaviors.