Kelsey Seybold Clinic is a nationally recognized healthcare provider that operates 27 multi-specialty care centers, with 360 patient access representatives who handle 2-3 million interactions per year. The company prides itself on extending the same excellence delivered in its clinics to the interactions that take place with its contact center, and the outcomes those interactions produce.
In this thought-provoking conversation, Sabine Harrison, Contact Center Director at Kelsey Seybold, shares how to use conversation analytics to optimize agent behavior and as a result, enhance customer experience. You will learn how to leverage both post-call coaching and in-the-moment agent guidance to improve agent performance, increase employee morale and retention, and increase customer satisfaction.
Regardless of your industry, if you rely on a contact center to serve your customers, you will learn:
- The difference between face-to-face and phone call ‘moments of silence’
- How rate of speech impacts customer effort and comprehension
- How to use real-time agent guidance to improve compliance and call outcomes
- The role of change management (beyond the technology) in adopting conversation analytics
- Much more hands-on advice ‘from the trenches’…
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