As one of the UK’s leading home assistance providers, HomeServe contact centers process almost 2 million calls per year.
The company wanted to gain stronger insights into the quality of its customer service, so it turned to Verint Speech Analytics for the insights it needed to quickly address issues such as hold times and repeat calls.
In addition, they leveraged speech analytics to help identify where customers were having challenges with particular areas of the organization’s online offering—providing benefits that extended well beyond the contact center.
Check out the customer profile and learn more about how HomeServe continues to use the voice of the customer to improve customer journeys.
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