BOSTON--(BUSINESS WIRE)--Econiq announces enhancements to The Conversation Hub®, its solution that simplifies and guides high-value complex frontline conversations, that will allow banks and insurers to effectively capture the conversation behaviors of their most successful frontline employees and then apply those behaviors to all frontline staff, enabling a consistently high level of quality to the omnichannel customer experience.
The enhancements to The Conversation Hub include the launch of Conversicons™, which are color-based characters that model the behaviors of the top-performing employees and snap onto the system, guiding every employee through the various customer conversations as they occur across every channel – social media, face-to-face, voice-to-voice and online. Through each exchange, Conversicons prompt employees to take specific actions with each customer, maximizing opportunities and delivering a richer overall customer experience while ensuring that all information is accurate and compliant.
Additionally, Econiq launched its Conversation Intelligence Picture™, a color-coded map generated by The Conversation Hub that provides management with individual customer conversation-level visibility, as well as real-time access to unique, actionable insights that facilitate continuous learning.
“In the real world, employees are multitasking; they’re managing relationships at many different levels and navigating various systems and the most successful ones can do all these things and still have quality conversations with customers,” said Jim Callan, CEO of Econiq. “The enhancements to The Conversation Hub allow banks and insurers to identify the best behaviors and replicate them across the entire workforce so that all employees are saying the right thing at the right time and in every channel. Making these insights actionable simultaneously drives economic value and delivers a richer customer experience.”
Econiq, the Crafted Conversation Intelligence Company, provides The Conversation Hub®, a solution that simplifies and guides high-value complex frontline conversations. The Conversation Hub identifies the most successful behaviors of top performing employees and quickly snaps them onto any system to deliver a richer customer experience across all channels – face-to-face, voice-to-voice, on mobile devices in the field and on digital apps.
In addition, The Conversation Hub generates a unique, color-coded Conversation Intelligence Picture™, providing management and executives with unprecedented visibility into branded conversations and real-time access to unique, actionable insights that facilitate continuous learning and improvement. By focusing on conversation behavior performance and conversation behavior value, The Conversation Hub maximizes productivity, reinforces compliance, improves revenue and deepens customer relationships.
Already deployed in American banks and global insurers and working with an experienced partner network The Conversation Hub can be rolled out and delivering value in as little as six weeks.