“We use interaction analytics mainly for keying and dividing interactions. That is, why customers from individual segments contact us, how we deal with the situation and whether the reported problem can be prevented. The suggestions that arise from the analysis of interactions are passed on to the company. We propose …

"Our team leaders are using key findings from the call analyses such as customer sentiment and call script adherence to improve the performance of our operators and train them on any identified gaps. This is proving to be very beneficial in improving our customer satisfaction."