Jun 12

DBS Launches Nice Interaction Analytics

Nice Interaction Analytics
Key Benefits Reaped Since Implementation
Improved Operation Efficiency

1. Improved of overall handling time by 5% or 16 sec per call lower performers archieving over 15% improvement with focused coaching on certain call types – saves about 107,000 hrs annually.

2.Reduction of unnecessary calls by 8% in 7 call types, amounting to 4,000 calls per month.
Improve Customer Satisfaction

1. Increased in compliments by 45% YOY and reduction in complaints by 17% YOY through process improvement and proactive management of customer feedback.
2. Real time understanding of customer’s questions during major campaigns to aid in FAQ information and management’s decision making.
3. Using data to drive service initiative and product enhancements