Personality Matters – 4 Ways to Improve Business Outcomes in the Contact Center 

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Provided by: NICE
Topic: Tech & Work
Format: PDF
In the experience economy, every interaction with your customers matters. Do you have technology in place to connect customers with employees in a way that improves every experience? Are you ready to join the experience economy and make the connections you’ve been missing?

Predictive Behavioral Routing uses the industry’s largest personality database, to connect customers with the best employee based on an understanding of customer personality, behavioral data, and communication preferences.

Smarter connections matter. Premier brands across industries are using Predictive Behavioral Routing to drive immediate, and meaningful results to decrease Average Handle Time (AHT), Customer Effort Time, and Customer Churn while increasing metrics like Customer Satisfaction (CSAT) and Net Promoter Score (NPS), First Contact Resolution (FCR), and Sales Effectiveness.

In this eBook you’ll learn how personality matters in making connections smarter by:
  • Leveraging personality to improve customer experience
  • Discovering where personality can help bring in additional revenue while reducing costs
  • Seeing how personality plays a role in having happier employees
  • Quickly and easily improving your business outcomes with personality
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