Integrating chat interactions into your contact center processes is no longer a nice-to-have, but a MUST-HAVE.
Today’s customers expect to interact via chat just as effectively as by voice, which means today’s contact center leaders must uncover insights from chat just as effectively as from calls – to help inform your people, process and technology decisions that impact customer experience.
Join Abhishek Shrivastava (Manager, Business Information Analytics, Midland Credit Management) for an enlightening and educational presentation on how to effectively uncover the hidden potential of your chat interactions. This engaging session will dive deep into the topic of chat data and provide practical solutions to overcome integration hurdles, unearth meaningful insights, and make data-driven decisions that streamline process improvement an enhance customer satisfaction.
In this webinar, you’ll learn:
- Best practices on ingesting chat data, including:
- Counting serviced chats
- Handling transfers
- Abandoned chats
- Punctuation, and other unexpected challenges
- Crucial factors for gaining a deeper understanding of your customers via chat interactions
- Effective techniques for measuring insights and common pitfalls to avoid
- And much more…
Speakers:
Midland Credit Management
Abhishek leads the Speech Analytics India program to improve overall quality, including consumer and agent experience. He has more than 3 years’ experience in the debt collection business using CallMiner for interaction analytics.
His team utilizes speech analytics, consumer surveys reviews to provide actionable insights for improvements to consumer and agent experience. Leveraged speech analytics for chat (reason for chats, consumer sentiment, engaged conversations). Abhishek has more than 9 years of experience covering varied portfolios, including credit cards, mortgage lending, credit risk and analytics services.
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