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Does your contact center use predictive analytics to solve problems? This week during #ICMIchat we explored all the ways customer service professionals can leverage big data to improve the customer experience.
If you're looking for ways to reduce attrition, improve forecasting, or proactively solve customer problems check out the recap below for tips, tricks, and strategies that other contact center leaders have tried. (Spoiler alert: if you read nothing else, scroll down to see the answers to question 4. Such great advice!)
Have you found unique ways to use predictive analytics in your business? Share your experiences in the comments below.
Join us next week for a chat on improving the IVR experience. As always, the conversation kicks off at 1pm EST on Tuesday. Our host for next time: @OneReach. Just follow and use #ICMIchat to participate!
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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