Collections and Receivables
Collections and receivables management businesses face a daunting challenge to collect payments while remaining compliant with Fair Debt Collection Practice Act (FDCPA) regulations. Omnichannel analytics can ease this challenge by analyzing every agent/customer interaction to eliminate call center compliance risk, improve agent performance, and increase recovery rates. EDA designs, implements, and supports contact center compliance monitoring solutions for any size company, large or small.
Agent Performance Management
Your agents are the voice of your business to customers and partners, so fielding effective, well-trained personnel strengthens your brand and improves the customer experience. Effective call center agent performance management is critical, not only to building a high-performance contact center, but growing revenues.
Whether your call center is focused on sales, customer service or technical support, or whether your customer interactions are across multiple channels, EDA can implement a solution to improve your business. Managing agent performance using automating quality monitoring and reporting solutions will enable your business to spend more time coaching and training to improve their performance and your business.
Energy and Utilities
As of 2017, there are over 3,300 energy and utility companies that compete in increasingly deregulated markets. Since customers have more choices than ever, utilities must be mindful of providing quality customer service and support to keep and add customers. EDA will craft an omnichannel analytics solution for energy and utility providers that reduce operational expenses, improves customer experience, and monitors agent performance – all attributes that will make your utility more competitive.
Finance & Banking
Stringent regulatory requirements and demanding customers challenge financial and banking institutions to deliver an excellent customer experience. To remain relevant, businesses must manage both agent performance and keep tabs on the customer experience.
This is where EDA can assist. We will design and deliver automated analytics reporting that will evaluate 100% of agent/customer interactions through automated quality monitoring reports for agents and agent teams. Then based on categories, key words, and phrases, deliver performance reports that can flag both compliant and noncompliant agent behaviors while providing insight into customer responses to your agents.
Healthcare
The healthcare industry has never been more competitive, and patients have more choices than ever before. The market climate challenges both providers and payers to keep pace with patient care expectations and regulatory compliance requirements while continually improving operational efficiency and profitability. EDA can design, build, deploy, and support an omnichannel analytics solution that will provide insights to improve the patient experience so they keep coming back for care when needed.
EDA can build custom reports that will ensure a positive experience; these reports can automatically monitor, analyze, and score 100% of interactions to reveal insights on patient and agent behaviors that impact business outcomes.
Marketing Effectiveness
The contact center is the hub of customer interactions and thus the primary source of data that can be mined to measure your business’s marketing performance. Since sales are tied directly to how effective sales agents are, the information contained in customer conversations can be used to more effectively target and promote marketing programs, as well as identify new sales opportunities.
EDA will provide an omnichannel analytics solution that delivers actionable sales and marketing insights and improves agent performance and your top line.
Retail/Catalog
Let EDA build and support an omnichannel analytics solution that will provide the customer insights needed to improve your brand and deliver an excellent customer experience. Whether making a purchase on your website, researching your products through email, or speaking with your agents to complain, EDA can provide automated reporting that will provide a view into the customer experience. The same EDA reporting can be viewed periodically to demonstrate how your business is performing over time in trending reports.
Travel & Hospitality
Keeping customers happy and coming back is the number one goal in the travel and hospitality industry. Traveling can be a challenge when customers have to navigate the multitude of choices and sometimes manage unexpected changes in weather, flights, and bookings during seasonal fluctuations. Travel and hospitality businesses must delight customers throughout their experience or risk losing them for life – and customers will tell at least 10 more people of their experience if it didn’t go well.
EDA can deliver an analytics solution that enhances the customer experience – whether on the phone, email, web chat, or social media – improves efficiency, and keeps customers coming back time after time. EDA reporting will provide insights on customer needs, flag competitors, point to operations deficiencies, and more, allowing you to address them quickly before your customers decide to go elsewhere.
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