Facing Change Head-On with QaaS

Two key factors determine how well energy companies do at winning and retaining customers – the ability to control costs and offer competitive rates and the ability to provide top-notch end-to-end customer experience. Consistent improvement in customer experience is essential to retain the loyalty and business of customers – this is where ‘Quality as a Service’ plays a significant role. Traditional methods allow companies to monitor only 1-2% of customer care calls. Meager data from these calls, riddled with human bias, is used to train and improve customer service teams’ performance. QaaS (Quality as a Service) is a software solution using artificial intelligence, data analytics, and speech analytics technology to monitor 100% of customer interactions across all channels. The data gathered by this software is rich and deep and helps transform training, performance, and CX. Tune in to learn more.