Gerber Life and Nexidia heighten relationship

Looking to use Interaction Analytics to monitor agent customer relations performance

'Interaction Analytics' will hopefully help build a better customer experience. 'Interaction Analytics' will hopefully help build a better customer experience.

Gerber Life Insurance Company (Gerber Life) has extended its use of Nexidia’s Interaction Analytics solution, the company announced today.

Nexidia, a customer interaction solutions company will expand their Interaction Analytics with an onsite deployment that will work to monitor and manage agent compliance and conduct at Gerber’s Michigan-based contact center.

Gerber hopes Nexidia will help the contact center, which serves more than 3 million policyholders, develop and improve its customer relations.

In the age of digital interaction and call centers it is increasingly important for companies to be able to take the pulse of customers when it comes to their overall experience. Face-to-face interaction has rapidly diminished and it can be difficult if not downright elusive to be able to quantify the type of experience customers are having.

Under their current engagement, Nexidia has helped Gerber Life mine and comprehend business intelligence that Nexidia was able to uncover in calls.

Gerber Life took the extracted information and was able to improve their business processes by decreasing policy cancellations and monitoring customer and agent interactions from a step back where they can view trends and correct inefficiencies.

Under the most recent agreement, new software by Nexidia will be used to look for opportunities to improve internal sales processes, identify cross-selling opportunities and to hone in on ways to facilitate a smoother application process for potential policyholders.

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