Day-to-day interactions with your customers can offer valuable information about their expectations, providing teams with actionable insights to exceed them. But to capitalize on this opportunity, you must first capture the right data. Then, robust analytics can reduce contact center costs, increase CSAT and NPS, improve agent retention, boost early detection of customer pains, and more. Learn about the impact that conversation intelligence had on UMB Bank's contact center operations and how the bank's leaders utilize conversational intelligence to optimize their customer experience.
Featuring:
Ashok Meka, Vice President/Sr Mgr, Business Data Analytics | UMB Service Center Asian American BRG Chair, UMB
