Definition: Customer interaction analytics is the process of turning unstructured data found in email, voice, chat and more into structured data that can be searched and analyzed.
Why is Customer Interaction Analytics Important in a Contact Center?
Customer interaction analytics can provide valuable insights that can help improve customer service, personalize customer interactions, and enhance customer satisfaction.
How to Measure the Effectiveness of Customer Interaction Analytics?
The effectiveness of customer interaction analytics can be measured by its impact on key performance indicators (KPIs) such as first call resolution, customer satisfaction, and average handling time.
How to Improve Customer Interaction Analytics?
Customer interaction analytics can be improved by collecting data from all customer touchpoints, using advanced analytics tools, and leveraging AI-powered solutions like OpenQuestion.
Enhancing Customer Interaction Analytics with OpenQuestion
OpenQuestion can provide real-time insights into customer needs, helping to improve customer interaction analytics and enhance customer satisfaction.