Consumers have ample choices these days. Comparative data is at their fingertips. Brand loyalty is threatening to become a thing of the past. If a consumer is not happy with a product, service or subscription, no problem; return the product, cancel the credit card payments, and engage with the next vendor waiting in line.
With CC-One customer retention strategies, you will know which customers have a high probability to churn the moment they engage, and make sure they are matched with the best agents and offers to save them — based on real performance data — not luck.
Customer retention strategies implemented with CC-One:
- Reduce call center cancellations in double digit percentages
- Make sure your agents best at retention are always talking to the high-risk customers
- Assure agents make the offers that are proven to keep your customers and know what to do when they don’t
Customer Retention Strategies At Work
Top Features for Customer Retention Strategies
360° Customer Journey Analytics
Identifies the attributes, behaviors and stages of the customer journey that define a customer ready to churn and the scripts, offers, agents and behaviors that have the best track record of retaining customers with similar attributes. Read about Contact Center Analytics for customer retention strategies.
Customer Retention Analytics
Leverages the data in all your contact center systems – IVR, CRM, ACD, WFO, web, omni-channel – to understand the key customer attributes and behaviors that result in customer churn and the agent customer retention strategies that work. See How Customer Engagement Analytics Works.
Predicts your customers’ needs as soon as they call in, identifies those ready to churn and matches them with the agent, script and offer that has the best performance record at retaining customers with similar attributes. Learn more about Analytics-Driven Routing for customer retention strategies.