Insights That Drive Customer Satisfaction & Business Improvements

Every customer interaction contains valuable insights into what your customers want and need, how to make them loyal, and how your service reps are performing.

 

However, extracting those insights can be a challenge. Your customers interact with you through many channels – phone calls, email, online forms, chat, social media, surveys, and more. Furthermore, the number of interactions that occur each day can be prohibitively high.

 

With Interaction Analytics by NICE, along with our in-house expertise we will help you overcome this challenge so you can craft superior customer engagements while driving business improvements.

 

Gain New Capabilities

  • Discover the drivers of customer satisfaction
  • Uncover the root causes of customer dissatisfaction
  • Receive trend report on hot topics and agent performance
  • Send real-time, next-best-action recommendations to agents

Drive Strategic Improvements

  • Optimize call volumes, hold time, and average handle time
  • Increase first call resolution
  • Decrease customer churn
  • Improve cross-sell and up-sell results

Furthermore, when you combine this with NICE’s Quality Management solution you can further improve agent performance by evaluating data gathered from the agent’s desktop in addition to what was said during the interaction.

 

Partner with us, and we will help you get through the masses of data to arrive at insights that are relevant, actionable, and make a difference to your business.

Consulting Paper

DMG Consulting Analytics Market Report

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Consultation Paper

DMG Consulting on Analytics for Quality Assurance

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