This webinar has aired!

How to Improve your Customer Experience

Customer experience is a priority for businesses. Contact center agents often represent the first interaction between a customer and brand. They are under pressure to ensure customers have the best experience.

The ramifications of a bad experience have a direct impact on revenues, with customers likely to leave a brand after just one poor experience. The impact of bad customer experience costs UK brands £234 billion a year in lost sales.

With organizations making it easier to onboard new customers it has never been more important to ensure there are no reasons for customers to churn.

At a time when customer experience and engagement has never been so important, machine learning and artificial intelligence are enabling contact centers to make data-driven decisions to influence these factors. Analytics makes quality customer experiences possible. But analytics of voice data is only possible with an any-context, accurate transcription to underpin it.

In this webinar, aired on 13, May 2020, Product Marketing Manager, Alex Fleming discussed how contact centers can improve customer experience using voice technology. He covered:

  • An overview of how voice technology can improve customer experience
  • How to obtain a 360-degree view of customers
  • How to speed-up dispute resolution and achieve first call resolution
  • How to improve agent performance
  • Predictions for the future use of voice technology within the contact center

Speaker:
Alex Fleming, Machine Learning Engineer, Speechmatics

mock up of smart guide detailing how contact centers can improve customer experience using voice technology

     

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