Gerber Life Insurance selects Nexidia customer interaction analytics solutions
Feb 01, 2012 (Datamonitor via COMTEX) --
Nexidia, a provider of customer interaction analytics solutions, has announced that Gerber Life Insurance has selected Nexidia Discover, Analyze and Evaluate to better manage contact center agent performance. The company will launch the solution utilizing Nexidia's OnDemand Hosted Services.
Nexidia Discover automatically mines interactions between agents and policyholders, identifying the most significant issues and trends. This provides immediate visibility into the critical issues driving customer interaction behavior. Nexidia Analyze provides a set of reporting and analytics tools to help companies understand what is driving those issues, identifying root cause through advanced analysis of key areas including interaction drivers, average handle times, first call resolution and interaction correlations, the company said.
Nexidia Evaluate benchmarks best practices of agents who provide customer service to policyholders. All agents are then trained according to these best practices, with targeted coaching specific to the needs of each individual. Evaluate tracks agent performance across all teams and individual agents to monitor improvements and continue to monitor best practices, the company added.
"It's very important that our policyholders have the best experience possible with Gerber Life," said Bob McDonald, vice president of Contact Center, Gerber Life Insurance. "Nexidia provides us with the business intelligence needed to make sure that our business processes and customer service offer the best solution for our policyholders."
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