Contact center experience
Improved Contact Center Experience for Customers and Employees
Semeon can help you monitor agent performance and customer satisfaction, draw meaningful conclusions fast and set a data-driven course of action for your contact center experience and marketing campaigns.
Quickly identify training priorities
Categorize feedback by agent or by recurring complaints and provide ongoing training according to your findings. Drill-down into negative feedback to find out how you can improve the effectiveness of your employees, products and processes. Use positive feedback to highlight where agents shine, and track improvement overtime with complete dashboards.
A better contact center experience for all
Pool together your conversational data from text chats, call transcripts and surveys into Semeon’s platform to follow the customer’s journey across channels. Siloed information and dealing with multiple departments are one of customers’ greatest frustrations. With Semeon, you can simply drag and drop topics from your data into defined categories, such as departments, to help you see where your organization lacks inter-departmental communication.
Anticipate customer questions and issues
The best way to reduce heavy traffic to your contact centers is to educate customers about your processes, products and services. Leverage chat and call transcripts insights to develop educational campaigns and material that anticipate the frequent information needs from your customer base. Create enlightening FAQs and marketing campaigns that will boost customer confidence in your offer, but also their satisfaction with customer service when a question or issue arises.
That’s a Success Story
Semeon was approached by a major passenger airline seeking to automate the intensely manual process of interpreting, classifying and routing customer feedback.
Semeon’s native capability to extract and assign relevance scores to long chain concepts immediately demonstrated its capacity to replace human interpretation of customer feedback.
Semeon’s flexible design allowed the airline to map most of its existing classification hierarchy directly into Semeon’s processes. This allowed a seamless integration without changing the airline’s existing reports, processes or workflows. And during the onboarding process, the airline used real data to train and enhance Semeon’s classification results to tailor the output specific to their needs.
Based on the hierarchy information and keyword results provided by Semeon, the airline was able to decide that an independently implemented routing software would be the best path forward for the company.
What Our Clients Say About Us
“Our work is critical to driving our Corporate objectives, and Semeon’s platform has been instrumental in assisting us in providing quality analysis, reports and customer support.”
“Semeon and their staff have always delivered timely, accurate, cost effective quality work to our organization. We recommend Semeon for the depth of their product and the quality of their support staff.”
Help your agents better serve your customers. And let us do some of the legwork for you.
Fill out this form and we will be in touch shortly or call us at 1 866-630-6000.