Improved Customer Support
Contact Center Insights for COVID-19
Reduced Average Wait Time
During the COVID-19 global pandemic, many health care providers faced various challenges in handling high volumes in their contact centers. Building custom dashboards on Looker provides them with reports and valuable insights that help to manage customer queries efficiently, while also reducing average wait time (AWT).
Quantiphi built dashboards on Looker that analyze performance management, prioritize and sequence customer support, monitor work-from-home workforce productivity, and highlight the intents of the maximum customers for efficient training. In addition, the dashboards can provide answers to multiple COVID-19 related queries, reducing average wait times for customers.