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Adaptive IVR Blog

Contact Center Customer Self-Service Data Mining: Secrets Revealed

When have you had the opportunity to delve deeper into contact center data mining, and in particular in the customer self-service channel? This is historically a “set it and forget it” channel, which means there’s a whole source of actionable analytics that you may be missing out on.

We get it, no one can be accused of being Superman in the contact center - seeing through the data, tools and technology in the blink of the eye to the core actionable answers. That would be great, but it’s not reality.

Topics: Customer Experience IVR Business Case Process Improvement Performance Optimization Contact Center Insights Customer Care Customer Data Industry Insights Fraud Analytics Personalization Consumer Behavior

Rev Up the Pulse of Contact Center Operations

As we see played out in most enterprise contact centers – most technologies are decentralized, unintegrated and lacking common goals.

The challenges for you as contact center leaders and front-line managers are to deliver an optimal customer experience that satisfies the customer, while maximizing the value of your operational teams, processes and infrastructure. These conflicting yet equally critical priorities compound the already complex role you have to create a smoothly executed, cost-savings operation that solves your customers’ needs in the ways they wish and need to be served.

So what does this mean for your enterprise? How can technology vendors become true partners to maximize the pulse of your contact center?

Topics: Customer Experience IVR Business Case Process Improvement Performance Optimization Contact Center Insights Customer Care Customer Data Industry Insights