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Introduction

Service providers are experiencing increasing pressure from regulatory bodies, customers, and competition to effectively manage the customer experience and reduce complaints. Service providers should leverage interactive analytics to address customer complaints and manage the customer experience in real time.

Highlights

  • Regulatory bodies such as the CFPB, FCC, and Ofcom are increasingly looking to regulate how service providers are addressing customer complaints.
  • Interaction analytics allows telcos to get real-time data on customer speech and text, for real-time complaints and customer experience management.
  • A North American telco was able to improve key customer-centric and operational KPIs, such as churn, average handle time, and repeat call rates, as a result of implementing customer interaction analytics.

Features and Benefits

  • Understand the benefits of using customer interaction analytics.
  • Understand how customer interaction analytics can be applied throughout the business.
  • Learn about a telco's implementation of customer interaction analytics in its organization.

Key questions answered

  • What is customer interaction analytics?
  • What benefit does customer interaction analytics have for telcos?
  • What are some industry use cases of customer interaction analytics?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises

Service providers need to understand customer behavior and manage complaints

  • Customers have a greater choice of services than ever before
  • Global customer churn rates are steadily increasing
  • Service providers need to better manage complaints and incorporate new market regulations

Customer interaction analytics will ensure that service providers can resolve complaints quickly

  • Customer interaction analytics defined
  • The business case for implementing customer interaction analytics

Case study: North American telco

  • A large telco needed insight into "why" customers were churning
  • It implemented customer interaction analytics
  • Churn and key operational metrics improved

Best practices for service providers

  • Collaborate across departments and act quickly on data

Appendix

  • Methodology
  • Authors

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