Verktygen för att genomföra analyser av kundinteraktioner blir allt bättre och erbjuder i dag flera spännande möjligheter för att få helt nya insikter i kundens upplevelse av mötet med din organisation. Telia ligger långt framme med interaktionsanalys i sin kontaktcenterplattform Telia Ace, men man erbjuder också verktyg för att analysera kundinteraktioner i form av fristående lösningar.
Så utvecklas verktygen för att analysera kundmötet
kontaktcenter Teknikutvecklingen har lett fram till helt nya verktyg och möjligheter att analysera kundmötet. Vi bad Telias expert Beata Nylén berätta om dagens möjligheter.

Någonting är fel
Du är inloggad som prenumerant hos förlaget Pauser Media, men nånting är fel. På din profilsida ser du vilka av våra produkter som du har tillgång till. Skulle uppgifterna inte stämma på din profilsida – vänligen kontakta vår kundtjänst.
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I dag pratar många organisationer om att man är både kunddrivna och datadrivna. Men ofta jobbar man fortfarande med gamla begrepp i kontaktcentervärlden, som samtalslängder och om samtalen är vidarekoppade eller inte.
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