Challenges impacting the credit and collections industry
Frank Sherlock, CallMiner's VP of International, explores how data and technology can help overcome challenges faced in the credit and collections ind...
Think, for a moment, about the last time you had an exceptional experience as a customer. What stood out to you? What do you remember the most?
Chances are more than likely that your noteworthy experience came as a result of the customer service agent behind the interaction. Due to their position on the front lines of customer interaction, agents are often directly responsible for making – or breaking – a customer relationship.
But what can you do to ensure that your contact center agents are providing the types of experiences customers are looking to have?
Here’s a look at a few of the ways contact analytics can help improve agent performance and lead to a better customer experience.
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