Research from Forrester indicates that customer experience is a more powerful driver of customer loyalty than perceptions about relative price and value. And a Harris Interactive study suggests that 86% of consumers are willing to pay for a better customer experience. Yet the bar continues to rise on customer experience expectations.
The contact centre has a pivotal role to play in the customer journey, but typically it has not influenced the customer experience as much as it could or should. Organisations should be exploring not only how contact centres can better understand the drivers of inbound volume so that they can influence them, as well as ensuring there is low effort engagement, but also how contact centres can represent a 'hub' to support wider service excellence.
This is why speech analytics matters in a world where it is getting harder to keep up let alone excel. It can be used for many purposes from quality management to journey mapping and demand failure.
Hosted by Neil Davey, editor of MyCustomer, this webinar brings together Martin Hill-Wilson, customer engagement & digital business strategist and Roger Lee, senior director, product marketing at OpenText, to talk you through the customer experience challenges facing organisations today, how contact centres can be positioned as a hub for service excellence, and how speech analytics technology plays a vital role in this picture.