The Role of Customer Insight, Data & Analytics in the Multi-Channel Contact Centre

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We are in a new age of the contact centre. We’re living in a multi-channel world where the customer has never been more vocal and digital channels provide a platform for constant feedback – both positive and negative.

But what does this new environment mean for quality assurance (QA)? How do you define quality in this fast-paced digital age and get to the root-cause of the problems? And what are the new measurement metrics that come into play?

Download the report for:

  • The Impact of Multi-Channel on Contact Centres
  • Why You Need to Utilise Customer Insight, Data & Analytics
  • Measuring Quality in a Changed Customer Interaction Landscape
  • QA: How to Solve Performance Issues and Increase Customer Satisfaction
  • Case Study: How Ryanair Tackled the Customer Service Challenge
  • Top Tips: How to Turn Customer Data Into Actionable Insights