Financial Services and Banking institutions face tough challenges with increasingly rigid regulations and more demanding and sophisticated customers. Those that are most successful at adding value and staying ahead of the competition differentiate themselves with a superior customer experience. To deliver a great experience all the time, institutions must truly understand customer needs and wants. And to do that, many are deploying interaction analytics to reveal insights that help identify the products and services that delight customers with every interaction.
Interaction analytics automates the Quality Assurance (QA) process by capturing and transcribing every engagement across all channels including calls, web chats, emails or social media. So instead of just monitoring the 1 to 3% of contact interactions typical with manual QA, you can now monitor and analyze all of them. Then based on categories and key words, the analytics platform can scan for those interactions you want to flag for further review. It can also uncover trends across all agents and locations.