Case Study: British Gas and its 84% NPS increase

How British Gas is utilising the power of web chat analytics to drive sales revenue, improve multi-chat rates and increase Net Promoter Score

CX Network

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British Gas, the UK’s leading energy supplier, has an established track record of delivering business benefits through the use of CallMiner Speech Analytics within a traditional Contact Centre environment. This case study will highlight how through the innovative application of CallMiner’s built-in omni-channel analytics and customer journey linking capabilities,

Interaction analytics

British Gas was also able to replicate some of these successes within their Digital Media team.

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