Posts Tagged ‘Customer Satisfaction’

Increase Contact Center Effectiveness with Big Data Analytics

Effectiveness of customer contact center agents is commonly based on metrics such as AHT(Average Handle Time), CSAT (Customer Satisfaction), CPC (Cost per Contact) etc. Established vendors in the contact center space have traditionally focused on these metrics from a long time. Several such vendors solve performance questions through sampling large and segregated data sets ignoring…

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Why BI CoE: Struggling to justify ROI?

Current BI landscape is cluttered with too many tools and technologies. The plain vanilla BI deployments rarely produce desired results. This leaves IT teams to a mere data steward role rather being a potential business partner. Primary inhibiting factors are: exponential data growth, lack of best practices and leveraging prior experience. Organizations today need to…

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Sentiment Analytics – The Gold Mine, which you didn't Mine!

It’s really a no brainer that Customer Satisfaction matters. Every IT or Business unit  I’ve known, considers Customer Satisfatction, a very high priority and does strive really hard to ensure they engage very closely with their customers. To ensure every customer query or concern is serviced well within time. If one does go by the…

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