Unlocking insights: How contact centers drive organizational change
Contact center data is a game changer for the organizations that realize its value. Catch up with this session from All Access: Future Contact Centers 2024 to find out more
Those who work in the contact center know the data they collect and process can deliver value across the entire organization – at least in theory. Ensuring insights are acted upon can bring bigger challenges.
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.
Speaking at All Access: Future Contact Centers 2024, Sabina Onwuka, head of customer services at Barking and Dagenham, explains how the three contact centers she manages drive innovation and spur action.
Find out more about Sabina’s work in this interview with CX Network.
