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Technology

Interaction Analytics Solutions

Delivering customer service excellence is what can set one technology company above the rest. Agent performance and a clear understanding of what customers really need and want is essential. A technology company’s ability to gather information from all interactions agents have with customers, and not just a random sampling, and then making the necessary improvements could define those who prosper and those who perish.

Improve the Bottom Line Icon

Improve the
Bottom Line

Reduce Agent Turnover Icon

Reduce
Turnover

Secure Compliance Icon

Secure
Compliance

Stand Out From the Competition Icon

Stand Out from
the Competition

Key Benefits

Service
Improvements

Post call analytics and real-time guidance are key to improving customer service.

  • Improve first call resolution based on trends analysis on root cause
  • Identify issues in products and processes so they can be quickly addressed
  • Reduce transfers and repeat callers
  • Provide next best action guidance in real time to turn around customers at risk

Performance
Improvements

Eureka provides insights that can lead to performance improvement and greater customer satisfaction.

  • Gain insights from all conversations, not just a random sampling and use to provide targeted coaching
  • Deliver performance feedback directly to agents, empowering them to self-train
  • Create automated scorecards for coaching and improvement
  • Provide evaluation and comparison of performance ratings and key metrics using data visualization.

Cost
Improvements

Insights from 100% of your customer interactions can help improve efficiency and reduce cost.

  • Identify root cause faster through trends analysis and address faster
  • Deliver performance feedback directly to agents, reducing QA and team leader work
  • Reduce silence, overall talk times, transfers and repeat callers
  • Create automated scorecards for coaching and improvement