Laura interviewed Don Greco, Executive Director Customer Interaction Practice – North America at Unify, about “Big Data” and why the use of analytics helps decipher it all.
Searching CRM, Back Office, IVR, ACD and Scheduling systems and investigating how they relate to one another is critical for customer satisfaction.
Analytics will help you put together scenarios on how you are doing and what you may need to change to be sure your customers are happy and more importantly staying engaged with your company.
Don detailed outcomes he has seen using speech analytics and the hidden benefits of analytics technology. Hear about “heat mapping” and what the hottest customer channel is.
You will appreciate his “think abouts.”
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