Big Data in Customer Care
“Data is the new oil” and a customer/brand relationships generate a lot of data. This data may reside internally in CRM sytems, operation metrics, knowledge bases and marketing data or externally on social media etc. By mining this resource you can better understand your customers.
Data mining can be used in several ways: to understand hidden trends in social media chatter to predicting the best way to answer a specific call received by a call centre agent.
Call Centre Predictive Analytics
Given the huge collection of multi-channel interactions with content and meta-data happening in a contact centre, we're leveraging text analytics to improve productivity, processes and customer satisfaction.
XRCE researchers have developed new data analysis techniques to better understand call centre operations, identify issues and recommend actions, such as automatically selecting the optimal interaction channel or anticipating critical situations.
Social Media Monitoring and Engagement
Social media has changed how consumers interact with brands; removing barriers to how they look for support, recommend a brand or vent their frustration.
Xerox research has created Empath , a platform to drive actionable intelligence and customer engagement from social media traffic.
At XRCE, research continues to improve the accuracy and granularity of sentiment analysis, and extend reporting to include automatic user profiling.