With the quality monitoring process on track and continuously improving, CI decided to invest in a more aggressive technology, phonetic-based speech analytics feature of the Virtual Observer suite, to help take the quality assurance process to the next level.
The return on investment which would come from speech analytics was a great positive change in CI's training model.
A manager in customer service, speaking for CI, mentioned "We suffered from the 'whisper down the lane' syndrome - even though we were providing comprehensive training materials with talking points, even though we delivered those materials several different ways (classroom, desk side, email), we still found that shortly after training the talking points took on a life of their own and became something else. Often times wrong information would evolve. It would have been days or weeks before we would have uncovered this, however, with Virtual Observer Call Insight speech analytics, it was in one afternoon."
Read more about how Cigars International surpassed their ambitions for the customer experience.
