Telecom and other communications service providers are finding it more and more difficult to differentiate themselves from fierce competitors who offer a rapid-fire suite of new digital services. Compound that with increasingly demanding customers who have many options to choose from when service levels dip or complaints are not quickly addressed and there’s a problem.
CallMiner Eureka interaction analytics can help address complaints quickly and provide insights into what customers really want so that providers can continue to delight them, providing a superior customer experience and dramatically reducing churn. Eureka analytics also provides trends data on top performing agents that can be used in coaching and to modify scripts and real-time next-best-action guidance.
To be competitive, communications service providers must be keenly attuned to the voice of the customer by gaining a deeper understanding of the factors that drive both dissatisfaction and delight. That means getting deeper insights into complaints to find the root cause so they can be resolved quickly.
Also, providers must be able to monitor and analyze all interactions between customers and the brand on multiple channels, whether that’s phone, webchat, email, or social media. Only then will providers get a true view into the complete customer journey and positively impact the entire customer experience.