What we can do for your organization:

• Customer Contact Analytics Solutions: Capture customer opinions, competitive mention, churn management and sales optimization using speech analytics, CRM data, email analytics and surveys
  
  
• Sales Process Analysis and Employee Adherence: Determine optimal sales processes and ensure workforce adherence to these best practices
  
  
• Reason Code Solutions: Automatically capture and trend of why customers and prospects contact you and how their needs are addressed
  
  
• Employee Performance Monitoring: Workforce benchmarking, time to proficiency, program tracking and budget scenarios
  
  
• Speech Analytics Solutions: Design, implement and maintain speech analytics solutions, ensuring user adoption and high business value
  
  
• Manual Audits, Data Collection and Reports: Highly efficient outsourced data collection from recorded customer calls, emails, and other sources using a combination of speech analytics, text mining, metadata and manual audits for optimal content and efficiency

Customer Contact Intelligence -
The information you need to know.

Every minute, customers and prospects come into contact with your organization. They make calls, view your website, visit your retail branches, buy your products, take surveys and send in comment cards. They also churn. They return products, cancel, or fail to renew services. They become your competitors' customers.

Customer Contact Intelligence explains such customer behaviors. By focusing on collecting select, high value information from multiple and continuous contact points the most relevant data is gathered. Expert mining of this data can provide critical information across your business. Dashboard solutions alert managers and customer support staff to events in real time, and reports provide valuable Insights into your interactions with customers day-to-day.

Find answers to these questions using Customer Contact Intelligence managed by Listening Methods:

• Why do customers and prospects contact us and how do we handle their needs?
  
  
• What do they say about our competitors and how does it affect our sales and customer churn?
  
  
• What are their opinions about our products, services, prices and features?
  
  
• What is our market position and how can we track it, day by day
  
  
• What is the customer experience?
  
  
• What are the root causes driving customer behaviors?
  
  

Listening Methods creates the business processes and solutions to capture answers to these questions. The opinions expressed during these contacts provide a transparent glimpse into the views of customers and prospects.