unleash the-voice-of-the-customers
TRANSCRIPT
Unleash the Voice of the Customers
Huong Mai
Sandra Tarquinio
Content• Importance of "Big Data"
• The issue of customer service
• Solution
Importance of "Big Data"• Structure and unstructure data available about
customers able to dive into the information
- (new competitive advantage; challenge and opportunities; decision-making and minimize risks; develop products and services).
Which issue to use thing is most critical to engendering high degree
of customer sales satisfaction in your contact??
• Average handle time (call center metric)• Agent emphasis• Contact resolution (first call for customer’s need)• Security (sensitive data)
The issue for customer service
• Higher expectation from customers (really need, think)• Customer satisfaction drops of
How do we make sure that we meet the customer's demand?
• What kind of tools are your company using to gather information?– Post contact survey (social media, feedback)– Manual reviewing – Third party (other company)
Traditional and manual means don't work very well
Analytics software
• Enhance customer experience
• Increase Productivity Efficiency
• Ensure Compliance
• Grow Revenue
More benefit ...
• Gain marketing insights
Thank you for your attention