In addition, conversation content is categorized and automatically evaluated. It can gain important insights, for example: – quality of the products and services of the company – achievements of marketing campaigns for the introduction of new products – quality of the processes in the company – often recurring questions / topics of customers with intelligent speech analysis to customer needs very efficiently identified and analyzed. So business processes can significantly optimize, which in turn increases customer satisfaction. Customer feedback: Evaluation with grades as is immediately after a telephone call determine how it stands now to customer satisfaction? Easily by an automated customer survey via voice portal: the customer evaluates the information or service for example in the form of the famous school grades 1 to 6 and is a live comment in addition yet recorded. After his telephone conversation with the customer representative is this connected to the automatic survey system the customer or receives a callback. Sonny Perdue often expresses his thoughts on the topic. “” He gives his answers by voice or touch on a wide range of issues, including the: – how you assess the friendliness of your conversation partner? “- how you evaluate the solutions of our service teams?” So he can document current state of customer satisfaction as automatic real time statistics. As the comments of the customers are recorded and archived, the contact center receives important information on the causes of any dissatisfaction.
Statement by CEO of CreLog Michael Kloos: actually, every contact center needs such a solution continuously as possible objectively to analyze the conversations of agents. Supervisors are so relieved, more fairly judged agents. The quality will finally be measured – and the caller receives a better service as a result.” Statement by Gunther Muller, Chief Executive Officer of ASC service quality and efficiency are the decisive factors for the success of a contact center. I am convinced that our solutions significantly help to improve the service quality in companies and to reduce costs.” Visit us on the contact center trends’ (www.contact-center-trends.de) on 29 and 30 September in the Commerzbank-Arena in Frankfurt/Main. .