On Contact Center Efficiency Gains Using Evalyze Voice Mining Platform

4 Pages Posted: 22 Mar 2015 Last revised: 28 Oct 2015

See all articles by João Pires da Cruz

João Pires da Cruz

Closer, Consulting Ltd; University of Lisbon - Center for Theoretical and Computational Physics

Rui Monteiro

Closer, Consulting Ltd.; New University of Lisbon

Date Written: October 27, 2015

Abstract

The balance between answer to customer needs and the costs to answer is a key issue within customer massive businesses. In this context, optimizing contact center activities to minimize the cost at the same time that we intend to improve the quality and quantity of the answer is not a trivial task. Here we make a report of the effort done in two companies from two Portuguese speaking countries by using the Evalyze Voice Mining (EVM) platform to provide intelligence to the customer relationship activities in order to improve satisfaction and cost reduction. We will give the final results from the pilot projects that were designed as proof of concept. The results show a considerable improvement both in customer satisfaction and in costs of service.

Keywords: Management, Mobile Technologies, Customer Relationship Management

JEL Classification: M11, M00, M31

Suggested Citation

da Cruz, João Pires and Monteiro, Rui, On Contact Center Efficiency Gains Using Evalyze Voice Mining Platform (October 27, 2015). Available at SSRN: https://ssrn.com/abstract=2581651 or http://dx.doi.org/10.2139/ssrn.2581651

João Pires Da Cruz (Contact Author)

Closer, Consulting Ltd ( email )

Knowledge Dock Business Centre
4-6 University Way
London, E16-2RD
United Kingdom
+44 (0) 20 8223 7809 (Phone)

HOME PAGE: http://www.closer.pt

University of Lisbon - Center for Theoretical and Computational Physics ( email )

Instituto de Investigação Interdisciplinar
Av. Prof. Gama Pinto, 2
Lisbon, 1649-003
Portugal

Rui Monteiro

Closer, Consulting Ltd. ( email )

Av. Duarte Pacheco, Torre 2, 14º C
Lisbon, 1070-102
Portugal

New University of Lisbon ( email )

Lisbon, 1099-085
Portugal

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