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Observe.AI > 实例探究 > Emtek 通过 Observe.AI 平台增强客户服务
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Emtek Supercharges Client Care Teams with IoT Solution

技术
  • 分析与建模 - 自然语言处理 (NLP)
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 教育
适用功能
  • 质量保证
  • 销售与市场营销
用例
  • 库存管理
  • 供应链可见性(SCV)
服务
  • 培训
挑战
Emtek 的通话审核过程缓慢而乏味,限制了 QA 团队向客服人员提供及时反馈的能力。当团队因新冠肺炎 (COVID-19) 疫情而完全远程办公时,无法了解客服人员的远程工作表现。
关于客户
Emtek 是开门解决方案的全球领导者,致力于满足最终用户对安全性、安全性和便利性的需求。他们没有适当的质量保证团队,需要一种方法来指导代理商改善客户服务。
解决方案
Emtek 采用 Observe.AI 平台来改进座席辅导,并使座席能够通过数据驱动的反馈更好地了解绩效分数。该平台简化了通话审查,提供了更好的评估和审计,并提供了情感分析以实现更好的同理心。
运营影响
  • With the implementation of Observe.AI, Emtek significantly improved its operational efficiency and agent performance. The platform reduced the time it takes to evaluate calls by more than 25%, while delivering 4X more feedback to an agent each month. This not only reduced costs but also provided agents with more personalized, timely coaching. The platform's sentiment analysis feature helped agents improve their soft skills, such as their tone, to up-skill the team. Emtek's customer service team is now better equipped to deliver more efficient and rich call audits, boosting the employee experience (EX) and customer experience (CX) for the better.
数量效益
  • 100% of calls monitored and analyzed
  • 4X more feedback per agent per month
  • 25% improvement in QA efficiency

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