Articles

Quality vs Quantity in Customer Service Analytics

Business intelligence and analytics are used across a wide variety of industries to improve operational efficiency and business processes. However, when analyzing any type of data, it’s important to know what you’re looking for. Let’s look at a recent example from the customer service industry to understand this concept.

The Business Requirements In a customer service center environment, ticket times are the primary factor in measuring the effectiveness of the customer service team. Longer ticket times lead to unhappy customers, which can hurt both customer retention and new sales.

Source: smartdatacollective.com
Author: Eran Levy

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