On Contact Center Efficiency Gains Using Evalyze Voice Mining Platform
4 Pages Posted: 22 Mar 2015 Last revised: 28 Oct 2015
Date Written: October 27, 2015
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: Suggested Citation