Contact centers gather huge amounts of data. SPi Insight has the framework that can provide the right kind of analytics and bring forward discoveries that help improve customer experience management.
With these proper data analytics tools and resources, we can develop customer-centric, data-enabled services:
- Churn Prevention – to help establish brand loyalty
- Omni-Channel Optimization – to connect all available customer service channels (voice, email, chat, social media) to determine what works for particular customers
- Purchase Triggers – to provide up-sell and cross-sell opportunities while engaging with a customer
- Winback Analytics – to bring back attrited customer base
- NPS Behavior – to identify parts in the customer engagement that influence NPS ratings
- Customer Lifetime Value Analytics – to identify and offer particular services, products, channels as applicable to varying stages of the customer engagement.