There’s so many factors involved in what satisfies customers when interacting with your call center—from how long it takes to get their issues resolved to how many times they previously called. Delivering great experiences means identifying the true ‘direct and indirect’ drivers of customer satisfaction. Analytics is a powerful tool to make this happen by revealing the hidden connections between the factors of customer satisfaction.
It will enable you to enhance digital and interactive voice response experiences for quick and self-serve resolution of critical service issues. You’ll be able to drive process and programmatic improvements for high-priority customer needs and segments.
Bayesian Belief Networks are able to identify the true drivers of customer satisfaction. This helps you get to not just the direct, but also indirect, drivers of customer satisfaction through a probabilistic approach to help you drive focus in preventing and proactively handling specific customer experience issues.