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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