Conducting root cause analysis of customer service escalations

Case study: Customer service issues The challenge: A Fortune 50 telecommunications provider had concerns about the number of calls being escalated in its customer care department. Using a speech analytics solution, the client observed that 1.2 percent of its call center phone calls were being escalated to a supervisor. To reduce these escalations, the company […]
Case study

Verifying customer authorization through speech analytics

Case study: Customer authorization The challenge: A Fortune 500 corporation was experiencing low purchase authorization compliance, which damaged relationships with customers and could have resulted in legal issues. To authenticate customer orders and prevent unauthorized charges, the company contacted J.Lodge to initiate a purchase authorization compliance program within its contact centers. The solution: In just […]
Case study

Unleashing the potential of customer contact center data

Today’s typical contact center operation is perched between promise and peril. The importance of customer contact centers has increased, even in the ubiquitous world of e-commerce. Human-to-human interaction, coupled with new and emerging technologies, can have a profound impact on a brand’s services, products, and overall customer experience. The ability to harness insights from nuanced […]
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