Ember is proud to announce that they have recently been awarded a contract to run an analysis of the retailer’s inbound contact centre using speech analytics.
The objective of the project is to identify the reasons behind call transfers and thereby improve operational efficiencies and reduce costs, as well as measure the sales effectiveness of agents.
Ember Analytics Director, Lee Mostari, who will be heading up the team, is excited about the opportunity: “This project will allow us to demonstrate the power of data analytics to deliver accurate and actionable insights.
“These insights can help guide the processes of improvement and decision making, and ultimately make a clear difference to operational efficiency and bottom line returns.”
The seven-week project will lay the foundation for improving the efficiency of the retailer’s inbound contact centre by providing data-based insights and recommendations geared at improving ROI. Speech analytics will be the primary tool used to undertake the analysis.
The project will see senior Ember consultants working closely with the retailer’s contact centre management to identify opportunities for improvement in operations and to coach staff towards greater sales conversion rates.
This news story has been re-published by kind permission of Ember Services – View the original post
To find out more about Ember Services, visit: www.emberservices.com