If you're a regular visitor to EngagementOptimization.com, you've undoubtedly seen blogs, white papers and other content highlighting the value that customer engagement analytics can bring to the call center. But what does that value look like in practice?
In this video, Jeff Gallino, Founder and CTO of CallMiner, offers a clear-cut and eye-opening example of how omnichannel analytics can improve agent performance. How? By cutting down on silence. Not only will that improve contact center efficiency - it'll also improve customer engagement.
Check out the video and watch Jeff explain how your company can save money and upgrade the customer experience, all by using analytics to reduce the role of silence.