Archive for January 28, 2019

How to Improve Customer Service with Unstructured Data

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. Contact centers often miss out on many opportunities on how to improve their team’s performance and deliver critical insights to the rest of the company, simply because the analysis of mountains of data they collect may seem daunting. As a result, strategic decisions are based…

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Customer Experience Update