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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
