Contact center leaders are increasingly making use of customer analytics to discover opportunities to strengthen performance, better identify customer pain points and address those, and to strengthen the overall customer experience.
For T-Mobile, the use of text analytics has helped its customer service organization to better understand customer interactions, align its agent resources more effectively, and provide more consistent service across channels.
In this video, special guest Jen Palmer of T-Mobile discusses:
Changes in the wireless industry that are influencing customer loyalty and how the role of customer service has evolved
Lessons learned from T-Mobile's social media service that are being applied to chat support and the benefits that are being generated
How the use of text analytics is helping T-Mobile to better understand customer behavior and to allocate agent resources more effectively
Jen Palmer Director, Knowledge Management and Social Media Service, T-Mobile
Tom Hoffman Executive Business Editor, 1to1 Media