Tuesday, November 13, 2018 at 2:00PM EST
Stop Losing Customers By Listening To Them With Speech Analytics
In the recently published CallMiner Index we surveyed US consumers to find out why they leave vendors and what experience would keep them as a loyal customer. The survey uncovered that consumers want to stay loyal, but are ‘forced’ to switch because of bad or ineffective supplier practices.
This webinar provides the key issues uncovered and how the call center is THE make or break engagement center to keep customers. Join us to learn:
• Which sectors have the biggest churn rates and how that has changed in the last five years
• The main reasons for switching – and how the way you make your customer feel is at the heart of many of them
• The emotional state of customers when they contact a call center to have their issues addressed and how this changes after the call
• The 10 avoidable call center behaviors that encourage people to switch
Learn how engagement analytics can protect your business from this switching epidemic by understanding:
• Why sometimes showing empathy is more important than a first time resolution
• How listening to every call can give a true sense of customer happiness
• How real-time feedback can help your agents
• How to move from just listening to your customers to driving action
Can't wait until the webinar to learn more? Download the report today!