Data & Customer Analytics
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Data & Customer AnalyticsDon’t react, be ready: Why data is the key to preemptive customer service
Many contact centers are so focused on basic cost-savings tactics, such as reducing handle times, that they de-prioritize predictive customer service. This article explores the big benefits of adopting preemptive customer service methods.
Data & Customer AnalyticsThree ways call centers can tap into Voice of the Customer (VoC) – tips from big brands and industry experts
VoC is about getting to the bottom of brand perception. Learn how Zappos and Southwest Airlines are tapping into VoC, and read what John Goodman, Customer Experience 3.0 author, says about customer surveys.
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