The document discusses using analytics to improve customer service and resolve issues on the first contact. It notes that the number one reason customers have to call back is because their issue was not resolved initially. It then lists different analytical tools and applications that can help connect customer interactions to provide a better overall experience and resolve issues the first time.

1. John
DuMerer
:
Strategic
Account
Execu5ve

2. “To
really
win
their
loyalty,
forget
the
bells
and
whistles
and
just
solve
their
problems.”
What
Should
You
Measure?
The
number
one
cause
of
undue
effort
for
customers
interac5ng
with
contact
centers
is
the
need
to
call
back
because
their
issue
wasn’t
resolved
on
the
first
aCempt.
Harvard
Business
Review:
Stop
Trying
to
Delight
your
Customers
Aug
2010
2

3. 3
Contact
centers
can
leverage
an
increasing
variety
of
analy5cs
applica5ons
that
connect
pieces
of
a
customer’s
interac5on
experience,
aCemp5ng
to
roll
func5onal
siloes
into
a
meaningful
whole
“The
Three
golden
rules
of
Customer
Service”,
Ovum,
February
2013

4. 4

5. 5

6. 6

7. 7

8. 8

9. 9

10. Customer
Engagement
Analy8cs
–
‘Big
Data’
Movement
Performance
Management
Repeat
Contact
sequencing
Predic8ve
Correla8ons
and
PaHerns
True
customer
iden8fier
Proac8ve
Guidance
and
No8fica8ons
Customer
Journey
Visualizer
Contact
reasoning
Measurement
down
to
the
individual
level
Calls
Email
Chat
ACD
Lifecycle
Events
Web
Providers
VOC
CRM
/
Claims
Analyst
Workspace
10

11. CEA Platform
11

12. Sprint was the
most improved
in service
across 47
industries
according to
ACSIc

13. THANK
YOU!