Call Journey Ci Uncover

By analyzing customer contacts, Ci Uncover provides insights into: 1. factors that drive customer contacts; 2. key issues contributing to customer dissatisfaction and sentiment; 3. what is causing repeat contacts; and 4. agent performance and areas for training and improvements. Both senior and middle management will derive insights into product and process improvements, while quality assurance personnel will benefit from a comprehensive agent performance report identifying under-performing agents and targeted areas for training. Ci Uncover identifies key customer pain points and focuses management attention on areas that will improve customer satisfaction.