15th April 2019 2 minute read
The Forum Customer Contact Innovation Awards are a showcase for organisations that are leading the way in customer service operations. We are proud to announce that Capita Customer Management’s Innovations Team has been recognised for their work in transforming the ways we gather insight, and for developing their ground-breaking Twitter analytics tool Socia-Live.
Capita’s Innovations Team are encouraged to be creative, technology-focused and outcome-led. Drawn from a pool of experienced analysts, and with a view across all of the business’s clients, the team has the freedom and capability to be independent, challenging and disruptive. Crucially, they’ve been granted a small budget for data and cloud-based tools, and can subsequently deliver new tools and applications in a matter of months.
One of these tools is Socia-Live, a web application that provides users with a real-time view of how their brand is performing on Twitter against a host of customer service metrics, as well as how their closest competitors are performing. Unlike other social media tools, Socia-Live is the only one built from the ground up with a focus on the customer services industry. The Innovations Team has developed an application that accurately records the nuances of each sector to ensure that conversations are categorised correctly, customer journey steps are accurately reflected in the analysis, and sentiment is accurate and reliable.
The judges at The Forum said, “The innovators in this team are shaping strategic thinking. They listen to customers and help business leaders understand customers’ experience. Working at an incredible pace, they are no longer in the back room but in the forefront of business transformation.”
To find out more about how Socia-Live can help your business, click here.