In this video, 1to1 Media Editor-in-Chief Mila D'Antonio gets the inside scoop on an ambitious, regional effort to consolidate multiple contact centers using speech analytics as a lynchpin for success. Since the program's inception, the city of Toronto has enjoyed an impressive savings of over $1.6 million by reducing inbound calls to the contact center and a host of process improvements.
Watch this video for:
Tips on capturing and understanding the voice of the customer
Measurement techniques and associated metrics to attain real ROI, and more
Heather Callahan, Manager of Information and Business Development, City of Toronto
Mila D'Antonio, Editor-in-Chief, 1to1 Media