Command Center Solution

Get Insights Fast

The Problem

News travels fast in today’s hyper-connected society, and companies can’t afford to wait weeks or months to understand how customers, competitors, and the market are reacting to events. They must quickly identify emerging issues and rapidly make decisions to drive action and response planning.

The Clarabridge Solution

Clarabridge actively provides its customers with the resources and expertise to remain informed by enabling the analysis of data from across channels and identifying leading indicators of the customer experience. Our Social Pulse Blog Series demonstrates one way we use social media to surface trends and evaluate the “emotional pulse” of consumers.

Prepare Your Agents

The Problem

During a crisis, contact center agents must be prepared to handle a surge of questions from confused and emotional customers. By analyzing the millions of interactions that flow through the contact center, organizations can evaluate the root cause of sudden volume increases and make sure agents are equipped with “crisis management” workflows and scripts.

The Clarabridge Solution

The Clarabridge Contact Center Solution analyzes 100% of the interactions that occur between agents and customers on calls, chat sessions, and private messaging channels, enabling organizations to evaluate and score performance attributes across all service channels, identify contact drivers and determine the root cause of interaction outcomes.

Understand the Crisis at Hand

The Problem

When a crisis emerges, a company’s ability to pivot its operations and develop an informed response is crucial. An organization’s ability to project dashboards on large-screen operation center monitors and embed them in intranet portals or other reporting systems also offers a valuable means of tracking an evolving situation.

The Clarabridge Solution

To help businesses quickly adapt in times of trouble, Clarabridge can create crisis-specific categorization libraries, dashboards, associated industry models, and transcription engine enhancements for monitoring and responding to the impact of unforeseen events. Check out our COVID-19 Categorization Template and Modeling Framework to see examples of Command Center Dashboards our customers deployed during the 2020 pandemic.

Break Down Internal Siloes

The Problem

A complex network of siloed customer interaction and feedback data presents a daunting challenge for companies facing a crisis. An effective crisis response requires an integrated view of how customers, competitors and the market are reacting to an event.

The Clarabridge Solution

Companies rely on Clarabridge for clarity because our platform provides insights in a matter of hours instead of days or weeks. Additionally, we use over 100 data connectors with built-in extract, transform, and load (ETL) features to fuel data integration.

Make the Shift to Digital Engagement

The Problem

During events ranging from viral outbreaks to natural disasters, companies may have to close physical locations or otherwise limit in-person interactions. At the same time, they may also face an increase in the number of customer inquiries. Unusual circumstances force a business to answer questions about how its policies, operations and practices have changed and for how long.

The Clarabridge Solution

To navigate the challenges of irregular operating procedures, organizations should consider offering support via digital channels. This approach enables agents to handle multiple inquiries. Clarabridge Engage helps companies provide superior customer care across channels such as email, social media, and chat.