Analytics as a key tool and Innovation as a culture
At ExpertSource we live by this principle. Customer interactions generate a wealth of intelligence that needs to be harnessed and mined for products, services and ultimately revenue transformation.
Disposition reports & analytics
Root Cause Analysis
We partner with various technology companies like Dynamic CRM & Advanced Social Media Management software and also have proprietary in house technology & CRM capabilities.
These technology tools and analytics enable Innovation both in transactions & strategy -
Unified CRM tools for reduced handle times and increase customer satisfaction scores, increased FTR
Predictive Dialogue & Predictive Customer Engagement for reduced cost to serve and increased customer satisfaction
Six sigma LEAN & DMAIC projects for process improvement
Training Re-Engineering based on analytics of type of complaints
Advanced analytics lead to inputs for Process, Product, and Service Improvement
Institutionalize through Continuous Feedback Mechanism for on going benefits