describes what actions need to be taken. Instead of call center employees finding out weeks later that what a customer was describing was related to a bad Wi-Fi connection or a malfunctioning remote control, data is being analyzed daily to match problems to solutions. This arms the call agents with the right answer to the customers need the first time. With 10,000 daily incoming service requests, the manual process was simply not effective or productive, overwhelming staff and lacking timeliness never being completed fast enough to make a difference. But what really impressed the team was how the solution could help pick through diverse descriptions and synonyms and properly categorize them. By layering the insight from social media conversations with the analysis of call center transcripts and incoming inquiries, a richer picture of customer needs and issues has emerged. Historically, that detail was reviewed (manually) at specific intervals. Swisscom already was using SAS Marketing Optimization to segment and automate marketing messages. With text analytics it is possible, almost simultaneously with the ongoing call center documentation, to show relationships and provide solutions, says Albert Labermeier, Senior Marketing Analyst. Please try again later. The analysis needed to not only detect predefined keywords, but also automatically recognize that terms like ants race, jolt or flicker are all descriptions of image quality issues.
This has a positive effect on service quality and customer satisfaction, adds Labermeier). The company also had no fast way to know and respond to what customers were saying about the company and its products and services on social media. Just over a year ago, we invented a unique, spacious inflatable airship made from recycled tarp. The technology is deployed throughout the organization, including corporate communications and public relations. Building on a marketing optimization base.
Reports are now sent daily (instead of weekly or monthly and staff members assign actions to descriptions whether it is a repair, a replacement or an issue beyond. Now, the F733 zippelin is finally available to all those who managed to sleep through our Kickstarter campaign. 2'864'238entries, name/First name, sector/Occupation, street, canton, FL. Using SAS allows, swisscom to quickly and accurately filter out customer wishes from the noise of unstructured digital data volumes. Ending a slow, tedious process, like many organizations with call centers, Swisscom manually documents the customer conversation as its happening.
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