Making customer interaction analytics pay

9th September 2021

The number, type and complexity of customer interactions is on the rise – and so is the challenge of managing them. But smart organisations are recognising that beyond the challenge lies an opportunity: capturing intelligence from these interactions.

They can see the value of hearing, and learning from, what customers are saying to drive profitable change across the customer management operation and the business it supports. Analytics technologies that delve deep into the interactions to identify patterns and pinpoint issues promise to provide that intelligence. But how can organisations get the most from these advanced tools?

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