Contact centers hold a wealth of customer data, and frontline contact center workers are often best placed to understand customer needs. Contact center data can illuminate areas for service improvement and drive actions to increase customer satisfaction. However, ensuring that insights from the contact center are acted upon throughout the organization can be challenging.

At London Borough of Barking and Dagenham, the customer service team is pioneering change. With AI-powered speech analytics tools, the department gains visibility into customer needs from over 300,000 annual customer calls, particularly from those less likely to respond to traditional voice of the customer (VoC) initiatives. As part of a proactive outreach approach, these insights are used to route customers to the appropriate departments and enhance quality monitoring.

Sabina Onwuka, Head of Customer Services at Barking and Dagenham, will share how the three contact centers she manages drive innovation and ensure departments act on insights gained. Her session will provide practical strategies for making the contact center a catalyst for organizational change and maintaining a closed loop of customer service.

Attendees will learn:

• Using speech analytics tools: Learn how AI-powered speech analytics can provide deep insights into customer needs and preferences, particularly from less vocal customers.
• Ensuring inclusive listening: Discover methods to ensure that feedback from all customers, including those less likely to speak up, is captured and addressed.
• Driving organizational change: Understand how to make the contact center a force for change by ensuring a closed-loop system where insights lead to actionable improvements across departments.