Contact Center Management
Do you know why patients keep calling?
(Hint: they’re already telling you)
Investing in conversational intelligence could save you over $300K every month by strategically identifying sources of friction.
Improve QA efficiencies and monitor agent performance
Problems Facing Contact Centers
- Current monitoring methods not scalable
- Quality monitoring is inefficient and perfunctory
- Lack of visibility on agent performance
- Resource time and spend is increasing, along with wait times
How Authenticx Helps
- Avoid additional spend to perform more evaluation with Smart Predict auto-scoring
- Reduce time finding interactions using on-demand sampling
- Faster deployment in solving issues at the root cause
- Improve efficiencies, decrease volume, implement quicker employee onboarding, and deploy more effective communication
One contact center identified $792K in monthly wasted spend.
Results found nearly 30% of contact center calls involved an obstacle or disruption to the customer. By identifying the top indicators of disruption, Authenticx uncovered where money and resources were being wasted.
Smart Sample™ with Authenticx
Focus analysis on specific, targeted topics derived from collected interactions. These data samples help analysts and leaders understand what exactly is driving data-driven results.