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Customer Analytics in the Contact Center

About this paper

Organizations have more opportunities than ever for direct customer contact – email, blogs, Facebook, etc. – but it is actually getting more difficult to extract value from those conversations. Organizations need to rethink how they approach such concepts as customer value, contact center processes and metrics. In a webinar produced by the AMA, experts from SAS and KANA presented a framework that continuously gathers and embeds new intelligence into customer contact strategies. The process produces more relevant and effective interactions – a win-win for organizations and their valued customers. This paper provides highlights from that webinar.

About SAS

SAS is the leader in analytics. Through innovative analytics, business intelligence and data management software and services, SAS helps customers at more than 80,000 sites make better decisions faster. Since 1976, SAS has been giving customers around the world THE POWER TO KNOW®.

 

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