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.