One of the driving factors for developing our fused approach is to extract and explain the behaviors, processes and perceptions underlying your customer interactions. In essence: How can you improve your business based on your customers’ experiences? To realize the value of these experiences, we unlock a greater understanding of human perception. To state it over simplistically, we perceive the world and interactions through our own lens of experience and culture.
By leveraging technology, we are better able to evaluate more customer interactions. From there, we identify and organize patterns that help provide a deeper analysis of what the customer took away from the interaction. This is the underlying analysis of what drives measures such as NPS scores, CSAT and overall Customer Experience (Cx). Evaluative feedback from interaction is provided on multiple levels from individual agents, from line of business to contact center wide operations.