Unleash the Voice of the Customers

Huong Mai

Sandra Tarquinio

Content• Importance of "Big Data"

• The issue of customer service

• Solution

Importance of "Big Data"• Structure and unstructure data available about

customers able to dive into the information

- (new competitive advantage; challenge and opportunities; decision-making and minimize risks; develop products and services).

Which issue to use thing is most critical to engendering high degree

of customer sales satisfaction in your contact??

• Average handle time (call center metric)• Agent emphasis• Contact resolution (first call for customer’s need)• Security (sensitive data)

The issue for customer service

• Higher expectation from customers (really need, think)• Customer satisfaction drops of

How do we make sure that we meet the customer's demand?

• What kind of tools are your company using to gather information?– Post contact survey (social media, feedback)– Manual reviewing – Third party (other company)

Traditional and manual means don't work very well

Analytics software

• Enhance customer experience

• Increase Productivity Efficiency

• Ensure Compliance

• Grow Revenue

More benefit ...

• Gain marketing insights

Thank you for your attention