The Ask: Supported Growth A national adrenaline sport organization (“Client”) approached RDI to provide contact center support due to their recent growth. The Client needed help strategizing operations to grow their business and revenue. Our team located three areas of need: Increasing capacity to maintain service levels as call volumes continued rising. Growing sales conversion...Continue reading
Consumer insights haven’t changed since before the pandemic; people and companies are still trying to understand the consumer and what they want out of a service or an offering. Companies want to know consumer insights for any potential new markets they could be growing into. However, what the pandemic has changed is how some of...Continue reading
Speech analytics can be used to identify best practices for your customer experience, and then give you the ability to socialize that. From a coaching perspective, once you’ve identified a challenge for an individual or group of individuals, you can have a coaching session with them and the opportunity, literally the next day, to measure...Continue reading
Speech analytics empowers you, as a company, to be able to pivot with whatever’s happening. Many people can claim that they have speech analytics, but it’s not just having the technology in place, but having the really talented consumer insights team, who can take that information and insights and turn it into valuable tools. These...Continue reading
Speech Analytics is about the business’s goal and what the business is set up to achieve. No matter what, typically, there’s going to be some human element. But it really just depends on what you’re trying to achieve. The reason why we really love speech analytics is that it listens to all calls. Before when...Continue reading
Speech analytics is the ability to understand and comprehend what is being said in the interactions that take place between a contact center and the customer or consumer on the other end of the phone. Interaction analytics is not only limited to speech, but also the ability to ingest and analyze chat, text, email, surveys, and any...Continue reading
Understanding what your customers are thinking through using speech analytics before, during, and after their interactions with your brand can completely change the way you do business. Successful companies all over the world understand the value of learning more about their customers’ needs and interests – that’s because satisfying those needs and interests is a...Continue reading
RDI uses a proven research system that evaluates your store’s current performance versus its potential performance. We turn this research into action by helping you to develop strategic and tactical plans that will drive shoppers to your store. Evaluate Performance vs Potential Understand the sales dollars of the shoppers that consider your store as an...Continue reading
Due to our concern for employees, clients, and participants, RDI temporarily closed our research facility in Northern Kentucky (A suburb of Cincinnati) due to the COVID-19 pandemic. Our facility is re-opening for in-person interviewing but we are implementing new safety practices to ensure a safe research environment. Limiting In-house Research Project Groups We will be...Continue reading