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.

Så utvecklas verktygen för att analysera kundmötet

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.

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.

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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ja4FJXEeS9iKwasAILpPzsQ/1LHlLXM7ODSVUoB+9ALzkTSN505wWsR5MF+UylexPl2YtUWqcSqL3KKFL0YNVD81sKeXX1uOu+8mJKZrbQDF0kIi/xIxmW1YD5T0f+mndB4ajbB76BQMIMRcDAgppDnFYbsIZlV/weAsuy3VAksrfzNCcpAs0PTJXVoagpeGesn+DIWZom0nJ5x4357dvkdDi1Rf3YtpEvAAd57MyiMUqXZziB3JkluCf1z8YGSgT3ljvJzsvsBmakkGtmkSWVoqjs58QIvYc/xSo+AAPtvWmqapKNgAqbY/DlTlrPLgEbOVvpwjUN8OJb7iRStf/8iiCtF0YY2d3YUj48LZuInVKos5ShBUL/2z1rtpEYpYDkUxEVs6QL4HG+m1JP7VYvwNB8Ki2kRMQKP1DoNfHBfyN1YC2LcbNm1YUXzTa3m/vcPcFXlwfDLnAktV9pz5nDNb+04e0eRldfJ7KRwjyo7N4UarXdMjuiaPtM0Ytg4ufVDAGvNLKJLDVE2xfaJ+4bfdt3j3QOQkFxZNt+HnaseBpeJQprfRTf/SJrx4W++b0xOiKa7UINGMhzUwCnMEfZ8Bjhe+sy/2+NCABLUAZcCL+XH24SMaVOzKABndouqB3HeEbZeM7nB5EYuu3tzQ7TFLwK+bVyxbFOcC3p4MvTg1bSIeY0IV01xR7ZtaFJsVqul3HyANjA41GdMDbjlfNnRRB+PWWEaPH+s1Ywwc0TUwkz4Z2C+VzoQzHsVn5I+wpIryy8TtData21Ca9PKLMjSvgUmgLlSsZJ1vQeVXQeNT3efWRS1Ddb7b3JLO2MMWfI23C2yMB1OideuR0oIvCUMXgbuNmyOXeGF2JwLAcRRs80SEESUO4dn/K0mQ9dczRwDv+dTFwWTd2IQ8GI6SBg2w7re5V3L2tGeGoSquqGjayel9CqykTEoNPiLthJ3nYLrQqU80AtvVftMVhzqwfTPpcAwkkLnJ1UbEgnET6tyeU1cLng4WaE/4I8FLndPL8r9GBp5VtAAx/iAQGpCCKtssEYxqpvmQUngwizzj+S7hjaetmuRqcl2BlL+BnpEttfSWm9ZrTNAjtaCjaLnEyUKzeUM7lbw+52iS6+xaIQ4F0A1QEtdV2VIftBk1v5aAIR0rWyeAdRqms3LztOrRXYMxW1s1SjnW8gsLAoRktI2rLFkIF2LGA/YFCoyAx5gWu6OvUdApcStGwoL5YQ0r6ATxEFKVO2whQY/QADenazKG/hyTHQEN7orpMmC4OgOtWSN7WKFtpcsmNeAohjYfQ/n4LXTm65TwidCbbodDhm0CovCtq8yVwLBwwRQVCa48w45Fs8GOIJO1pCiQGBgvMBRVA8nG+ASKN6wc3ts+avOLucYYBLX9yrN9mJTFLICFfBuEXdzL9m17wER+2Iql015QMMUqsxkZEZTSnMQwIP7VdmygWKKx9evrOcQQdifr+OFPiPSrxr9Wa3fTnFt0QkF4fGhxDrQsq5jl9/LNAWzU02j8BR5JRDVnmUNSprpmlV/nh1OPeKwt1vl7zyZ7Wg/T7CdPuXc8GWtx9MYgmQ5PaZabV2Wv+dsgt1JA6rmaFg+X7dfgTD9Ont7tHRoPFlNOx3o088zx5WXuAP0yaval3uFrbLSdAJ5w8jTlQI3rxo7pm/TWfByJhPZcxAWMinLWWF87Lzzk5dNumfsgxMW7nmhPaqC/JVpYjA3Cq3sBzDEQYRTFfoU7QlZzZHe0EWKqYMfk5xgcIrBxVztCz1c8/B8C6NR15bup0rWHWnbVfYzSdOBlrY7gn1INU6+TPpMzUSGdwihx21zOoY3SNsgDZD+EVwNJqqUpS5lVPRkUt8WN2yhzcoF91zmiMxUlVNsvl6vngrb2n0/EyGdQbnUpNlpLDPdValD9ogXPEzWJs9EZ5tvRjUt080kOFIVwByWOTDxxF/GdidEUbM4NbHMwZ9DDQA5ez24hGC/PRfMzMZJFjgdCDNiVyVo45PTJAbDjCU2AMr0Vs1nGz9hx2hvpHPv2Kt/YDwQ/ol7LO7WLRU/fBegoctLLJaXa3qTJnmH75I5/qKix/pmbAM96Xn32VmuHDm8Xb4QXfIH5hIBSZ/mXKWycL+RF+kv5DOMdqQGwAnPAFeJ04Ff1OCLwPYjt50TOe16ubCSJyJ57uj4BdRlutOTC2Z/DcIh868/+dewLfz9BdgaiMhj+M2vNJ69mDY2QD6NcQ1D87Mq7WZAMvx5K1AGj1jp4Y0616UUmxchZRaIWOymg5uLdXHQJgCcyVcqpv0WaxL4N5lo7+1QAfGP3G1C28FvUddydWGLALa0bW/2TyKcYIxym1Vrq3y+TV+gmqUp5wkfZ4bHV8E5m9jmQxUXuaJ6SVtYlJBxY9rWjkx6MN18n05IZHzahDdH73S+kO5UH4f0Ai7fo8lNK22+xnN54t0Ptv2U2y8Kvy5VkNzaPeg28FX1lpsokL6VTb7mtjxW5B3U96/O8Bp8JoDC2+whLe6XgFLQwZIh6s6POZD6JpCDOcihxhrk8GtfqvescnADJKGMoimKV9RCL/w1wcKTz0aX6MMbjEkxucyEqoUoMKU6f49+4eQq6XEcMLmyHLpDdw8DJnPzVgMo9EQ8JmQTjxTyeaRqZhQ62IxK2MiEIzqePXtinchOJvwFAlCRG/kXxTS/j/9umb8wfryDXnJy0mxEM5OHd6x2CKiKKoPuUdsHxW61K1vnWSFNc9xjhdQ2/2wFPkxavC7Ypx7EFCTHxl8GWMIdq9rXeB3n4H3y+gktvZz+8K3S/OTLvrWxZYXwl1ejduatDCK3W7dg2ObXxpK3PAwsgqkj51Divt1YPJ7e4wPw9egLPNzY8WgrMJx5uekBmnhGJc/A8HK3p5zMpM/n2zOxiwRSqU5PsuAFbYF5+PI9BoU5FMlxfLh5yoFc3Scyk9OEzhrNpooR85cT0nFuLVdW0YTtO7QhWtRJJUglqc8Arwpy2T8klBvJMHoRwHmQaHS8B7KbibV8D6UeGm6TGtIeIeMJob/GHw/ltqqGvJ3oZ2RztqzILbzUErSurmC+WGPWHcYxWxjEObNIlJk+blkClp5KWhBkrrH+P/uUyZa/ByPY48iTSQ39hhQc88EI8x09M6YChN87vAlKxiaF2aJp2m6y94gNrYuPQzi4ekRYb0Rku66XF/Qf2B1TMCAtjc/I7qDPHk17N+3LZ5OApwObQmIOmdnpFAsKGRSKSFqaIkXTYaTBv5WbbtO0eGGYyeoX5t+C3CrdG1kTwHSVqWP5SwFWkKsLEmVug4xBqYH5qIjTDV93SUap8LgW9CHQy/mqfIlLQpxumHm4aONEw0O8C194KidbRV2oRoXSuBDE9QgXEEFsVWl+KvcUQXskPC1YnIu0llHb3U/uKrYFqYLhVtKCnMXhSE3/pzVWSXQkSLPDIHWHKr2X1k0jriqVreK310+i8vUsWFnF1WW14U71sBgq75z0r5ubCyGR8Bkqyy0dYLSViXE4dUNMv+mBYRYb3mqFOw1hAh/jse8O8K8xlzpgqOF/yAVLh44wyaCWVwO9F2Sa9Lb6SN3wTSflkAmVvgzGCvuCeLYejFstp1U+olycO3d/poc7vLityghxFZG0KNc8BEupQdgvWnSqVuB6BYSf6k/yo7MsoEJoM8tah0EE0q1+IdJszpCI1zDiKA5OT4KcViCU+1hcWuVJVgy1roa+N+9ZqqIpCt/z6c6MWmD9lNkK/nD5QkJT99C52prmETwYHzR9PCDt6ehtv2Xhy/vgCNEQyUYov7YToqHRkavpr/Jv5EJPq1/4mPIC+G0h5/CKVvRaxbyFeypD1QSFHrpR4h26Hq4a3ILb6PJffl7eWshY92qtxFdXCsNepXRZeukpPnOojQ6SglPwkvROFcAa3ylwRVFRR/JVd41NH8RLZ231aCsEWTMqm21D2QeZE/SrDkqs5ZiqmeZS9gVI5UMsncwIx8mh4MczFVItq48KeV7wwNSZ0NyINr3g3TuPsDrONzTeboRAl5UTb3Z/QUIRiInJ9fc/t6dw1p262w0znHQfcYZZZtfP6MBIiKJhHoVCfZy23s5AwTI9SBFagfp9g3kYUeQ4pyhGMjTWjK5hlkJN3dizDKw9jr3dVYM9Ww/jJFaukP0gqL+aG6NCiFGI4eB6dFDcss2Cn8EKQZqQXSRy6oH3HaSdIfq387ARcDMpxA9IkUe2GH1a465JQtf4K1d1UY1+K6RI42nlmdloy86tWtU9TiH3xgStVe3rR072q/hZpfv88qmC/3TTodgex4FviM39C0m89n1+HYKHpruDXvBq69ZB4cxpD8a73ssZZmVVL14ZBsqyYRWl9De24k9w/CAUUZHNowKe4GhbVcFLu+EKdrsvUE7/JpX3ag/IrH1keV2/Ol4tCfxCOT3F9SK74aDa6ad2xr/fIHA/nZlVlzxUXdoaiSGs3Oo8CkEOnIAYTqXWbBAY0sLMI544ILuag4X8wejzCjAxvP945AtUuyavs2o8bly0OnLGVmK6nyp9etAElKtLB4ebWbMLVZ+GD1eittDX4QKBXFCJbhn9oUuIolF3rc2RowXYmGni8erI/dw+wcMYJTVhg8MTs/Pz+QjlwcIBTKnDIQgTXkluYa6H4yeZJua3xDarzh3+/+MvH1k/VSqhEZbGgW4yUq2U9gyV62qI7/l/FLgCKWLqxLT/P1yM+tDrkDCwZQgkJwoX4WthVzhLMmIg8qdVFjFB3pHVZZghj6Fd1vKXekJm9iwqCPvCvtsPtdYHS/uP9SI80T2juuyyYdXrhdbLDAa4VHY/hGTuCsPI/QoxK9QGtwNPexS/zKeySQiDAlfQ6C+TtHbNw3wARJHQqQufXqDeotRCObDPTqm5ywxzDl3y4HXX4zdM/o/320ctX7ltNTrXQ9D1DiHvleJRGKBgNZzTMDqZJUqCm7+apSa/w/3+2WJgZk+l52/IR+X7gSZUrU1iXNBSJfdNyH/hSYzeNSDnbLCkbfbqzbqlshBOZePTW63LObC6lhzcR9yTcDv0NiUabOvQ1Ptfzu7GGbHHQUt4Uz7jfO86qMSN/2AQLIXzipuRWlz7uu1SwoxyNUbr65nmw1fXL6Zzmrk2AQKTqaean46JH380BsRXsLrSMPEOVdl0NM3ncCLSON3kIMZ8vpZpfYEVI3WVaOdijRU3y3PV3/KJ2KVynvUnXIbyC46Y0MZJhF44JUOxff7x0otMbLk8LHMV0ikiWGPoZZUnKgMhi8d41XGtw+JrKy1U5F+iMnlmeA3rnGrp+hcsoQJE5tLtYxLWIo8VicM7R3CAZAVNoTZ5VJdN96tohuuYgFb1X8W4Vn0xw0991MaXxfMfa5hnDzuRmQCTzGehjTAklBqquFuGqZvej6TdtOK+jB3WOZo7TyEPqLukXLaE0aMcUW1oFlLA/hXT5iVsXosnoF8dyBcxGRO/bbAylDliRcLHSBLvabCDhr4EENV8zpQalMRlWz23cu7BuerVantyUw5cZA7R9pIFLAbVq95xW8Q1SdSH0Fiw0orHvhd7PBMaiEFpwZNLYEkawy5PyKbtyNIa24VKlBCNqIsgSmvV62SgqLvjBojPgPd8Ox1Qsmkk6qO06gkqVI0w+VHFjyCpZewKda2DJatQxwot661vPBXPbx4xB2d7IlcRiROrKJfxf4qQqFTz7Y9oHQ/C3VNuBj0Rv50NlItuTgcMKQeF/5qu+cdyjm4/4AheFKlqyR9QPrnqJSj6ItmrGE3L7MviVmT1u9cv/v5YUQFhiO+fB0BLVXMUgmWwXk30TLz79K05fQfRuZxdA7TkU4UEgSKjDF67rpBCLQKFHlV4iAWf3LQVc8w2jW4uPwmLnYC9ZHbErpu0avQ4/wIjQCtO2O/lt9nDVegY/3guLjVQRF8y4q/VGvfdCMXU1Iv1xxjV0J1mtVmI/pk6swGEEHzAxX28UqO+hi6KZCTzyCOPcuAPIBe0l7UeYeJ1MFyTOdAZdydHBzOxv+jO3VcI/RwRpZoeJmWx0wAFhZGUuvAniJX82cOX4T5ijvknzJY73GSwd1/Hx3XuY7EFAD5merVIoSNxcSd01o3rCoLGhQH1/O6+eqQVpBWCJEZkWze4RJgnkxE2ZyDux0MThw/z9LwyTupaN8iL1cKvn+n020VeVXU4zk26pN0fBZPS8pULpz4s6brs5iyBweiIuVpCJpUVcq8x+rzK52+kLtsILvQJwOv0+VurPOUq2WoaqOdltZtwRqAZu3EgEBRY2/HCR4zW4phiQjTl4jUmD9Ivb5dKVblo3SIqmxgKpO4SWYVuPcV7WcV2/6kW+GFHeAJ2nvucXEatHH1MhllMCjQOMUHFIQkC0B0vBC7sWCy9jJfJ+APsvkmkTwNSuvTh1A5Iiry7jEg2HBzWQNorMFcqetNBxn1ZtH5Sg0yCwNsBAvTiIqXuyx1FsOd7BvfQgxqKyIrVzx93q2Y97a9JrSN+yJkvuBW8LNG+fivvEe1y16rYPyB9eQ/l/OqNkKT35t3xkDZF9RNiIjstZMMeqtWCr+6tZiijDJNy/9oXEeLomBU/aQPxb0+QrPrQGlWdyueFNWuS7BtKnn1n1T0i+Tr1PQRwhc6bSlZ/AAe72db/EjbNl9WOFVue0SAEBWTgdf76O9ODrPIm2Bv7R49x9Rfa9sfzXVbe6jgZm+HEwUpfxe6TNZYtkZqhrN74hjBnaIbhqZyXe2Nts+Ea7D67I4GYijpWYrsYXpjj+UxTPtAmdIvlM6FEL/LgHVWI80VIm6pqWR892XbhRDgILtRTIAUcRmPl7NZeFhYFz/8Zoyyu+cIw5SxQhlHt/GDfRWwNfsVnEcXIllEzlTvvieCiMgi3RiaQvIS/VD+l3DiXAj5dyf3X9YwIdJIyFHNjcvXuJ4wCOp6C5fdBn9+Gq7a/tHLcBuTqN9pBHovBWTkMsm8iZHDcQMEkIV0l0Xd49VE/HSWjO+I3evK3fMewVMHO5V+sAWJ8iqxK1blFfQl8QsDlRJU7YRa7s/MA5zJd7PJ83Xg8HPKa63sJAmNeP0Zprd+zdsSkIroX/xoDmfJexTCgo+WDO9GT4h3YAz3oNAaxK0/oYaXgdiQQmJZDfuSehjyXZg7NFZDRaAJteggnSDzmbsWfWC6Inwx1+/QT+u0yGm4SLnWcIY+YZ4fF36wwTsUtzxBHF9ObLHkhK62+Mpeeb+mxN24J5g0mmw1MwXf96GYvHqaAX1aP0IhkfNO6RNdeolTo08RGXaGd1N4dAlK3IJGFVtMGUp5JyojyZ9GcnQkiBn2+pNXNpfdJKpXpQyyCBAjRuM3q64aRcDqIMxD0KeWxtNWVR3t4KYM3LR0K/oFdwfOPVDoDo6KX2flKx+JBQzjxokTBemZ5YMZd0p+q2qrkNpFwVHroPXMpmmni6mgyTpd0o15snMs2mOm/y0cfm2MkpmsHT+K5mfDQ/Va8Eiah7WbI0WNDMYHkerrWoXJnfZrFJWLptetk29FrFfOySDyxhp+eH6K6d0ZDAh6gUgbtpHe76ChkTa7BUNbeCRkpkAu1S5JacYZspYfFxaD5GVRarOQ/6jgOosQMF3Bb/A3JPKlbQrPq2w3krWQOCvhhyemowoNTvvuPPEEk57NJGZdJITZIdOKrrNzBajHda9BbMZ+nRlEs0UVeP6rKxx8zJRDHnm0Rw0nYHraFs0POLhP0PELG0X2CAC1eKnPhzo49xE9cHV7q6l5TPprhL5r+jcCbYDbbyNVoi/UXF3Kckund0fEpZYviJ3jxXcf0f92uuVW4agiajXyIiilmn8zK2Xf1+CZv18PQbtQ9LQVjjiPuxOS1MmHXIHC1L6dz45qdh3bLZ2h02VAl2i17IPJcavMdYtC24OnUzMXTwmz+Qnpa1z67feU3pA7Hz2C4XCaljefM47xXbIpRDnrJ/FSBGzklE0GY3ap2QCiuJSUkcN5d2Mwd1nNnVo2uqhBX89sGmtwXAeP58kBBnzXQaVxPeAuLIuCCNSSvgAsOMy0Jxs9vj/aFpdfFyVsFOMoThlOgyoTet/YevdLWEOIR8k3XWaLn/LtBS7I6dB5OBDmK5gcD5iNwhlHEqedLXEpTzRX8/81O+ZA1/iJ8IypiZz32V28kCLMP98+daIVGvxcb5reevypjcd8E3Aet577d8HhLp8kJ/YeyLaZTRvMj83l/D5gYTynmYTbhwTiEMAJRb6/1I5K6DbZmuMJ0lM9FTSB2gmm1tuWAWcYBPOjN8/GPPjUqdDXjYJuIEJ6PnPBrJ5y1cq1sGhB3sp2zIHoX2rrqXaQyr56erWezVDhAtH1QMZAvsKXglGihzpV0zywup/VXm1mABOZ2IVuiO8nm4VAzMtZ835TeQn/dJfSXG9fn+NKfQadoBTQqMSKk5dXXLBmnb1AV5+paxa8o5S8F0Ad01J/T3egIMYqJeKOmKGfVkT/Q5/BAGycHFi7Rh2/yScjwMwVbwPfvt2bSuQS/cCbwfubzabD9eedtinwU4zQ9MaxGevFkGSf26ePaUrPFEXgioCr3fv+vn0lkpUpgTnAas0NStteMmcVINUPhg++j165zyX7w+PuhoHu0oQ4ahfzQS1MTCevtn25sWtQTJ+wY8rzhnBhbRmnbNLDCFfNA6uIbiBDZ3kLE7kGNEPOmWCqyxim6L+cFbEuFV1UaciEbrxxtrhJ8WqaixToXWpCumrPxEtPES/fLYbsIA3V0AItOnuGyyJzJnYv6izZRZok7Gw/Sv8jpDMeLRgmMSNP0rcWh/tTITRQ/RLsNu+prZqWQ3mBN8h+U3ax0FE3jigcre99IC28ZW/8ASLMaUaprar9LQ+6FFV/slEE9mesXBmvqhudUbqvcmONdTW8ffVBEM5SegUCrtRchwEoVCbdtFSK+yvkPRgPDkq3awQlHFM7th4GjIimLwRODqTme4BKgrwj8PPxDVQnB7nLhYj9ytWeyOttaXlGUscu1XlBNT92t8zFuFleMVyqOvPY+28GhUax/bVvRFfEWq0DO7NG4c6OiPz+zHeghfNhYa8Yvs/+8uS/gX6EZ7utyewkryOtYgJT5JVS6qo+HmDKp4W/karDmZK/vi1VG/2MXM3pbjq+kEyKN6LGzsy2xNYK4Kfer31pBBKbrUZPeLoLioxe8M4kh5O8TMSHa/Fulnow+iPJ++x/aAlHSkAI0e4VdWL8jQ82Nz9rEDSP2H0EMSm0WUmFH2enPNvYdbmzrvfwlw4ya92IV14Z1ZlvwUHPYAvoAWp1Qbo0GF3r24T+jxV2V/2qrnh1xgfDmIaTuw/epOxqqgNA/LYYazFtzPOjYVXrkNCT3MSh/1YJ7jHjqY3xlEdk2TTw2Edfo7B1ctM2UovWa7e8k+kH92zcZkoS5tg09ycQf1LNK06ubULLKgMVsgwnf24AucEVoahebAM83AeTq/+TQYB+AD/F160OyJBr6c7TSIP4TRITyWSm9jYg9NpwEUGQu6+e1JatMjbCXAobpOyqcAY9A6v3WWPHKcXZHW1hIcODjr9vMBWCQpgkkuG7RfvA/d3+qnuEaBO7W/prW44M7+YVFm52JFbaN1FT81WiBhwhWMo9JCSfmXZPk2YADarGSBv8rLSWen0E1uoxnoYLGfwzVLeMmORwHi5Z7dAgGwpe26dfZFaYt+S4U51Uulwe3Shwt6kS61cm44tW+XyEKEJvZPApAUCWTW2ybJfsw/vwbALYyI/fHjc+1VmRfAncdH53lo22V0rZbkpLqFQAHfKEpxvX6azHh2Bhwn42BJsDm0CGs+VCdVWIZjzOp9bHug7JL8IoExH7SJ1w==

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