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Improving the customer journey and experience

In a very competitive commercial landscape, customer journey the next battle you have to win

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Problems we've been asked to solve

High customer effort

Cross channel contamination

High levels of customer churn

Impersonal routing and product recommendations

No journey management

Solutions Used

Predictive CES links operational initiatives to NPS/CSAT

Immediate post call SMS surveys

In call customer sentiment analysis

Trigger agent support from real time speech

Intraday CSAT reporting to agents & team leaders

Understand journeys & personalise interventions or recommendations

Benefits Made

Minimise customer effort & reduce churn

Increase customer satisfaction & advocacy

Improve call resolution and reduce repeat calls

Reduce agent attrition

Increase cross sell & upsell values

Technology Implemented

Tracxion

Learn More

Speech Analytics

Journey Orchestration

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QPC delivers innovative services and solutions that make Contact Centres a whole lot better. We work with you to solve problems so you can deliver your customer service goals!

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