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
Kundmöte 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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


