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Introduction

Zendesk is soon to release a feature that delivers predicted customer satisfaction scores for its enterprise-level customers, helping them make decisions about how to handle interactions.

Highlights

  • Customers use many different channels to get information about the brands they do business with, whether to research products and services, to make a purchase, or to get support.

Features and Benefits

  • Understand why customer satisfaction scores are important for contact centers.
  • Discover how Zendesk is using machine learning to predict and assign customer satisfaction scores to each interaction.

Key questions answered

  • How can contact centers use customer satisfaction metrics to improve operations?
  • Why is real-time analytics important for contact centers and agents?

Table of contents

Ovum view

  • Summary
  • Why are customer satisfaction scores so important?
  • Zendesk is using machine learning to predict and assign customer satisfaction scores to interactions
  • This new feature marks a change in the way analytics will be packaged and sold

Appendix

  • Further reading
  • Author

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