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Bigdata has been a buzzword in the customer service industry for some time now. As every brand knows, all data—big and small—can be applied in some manner to drive sales and improve customer service. After all, understanding your customers’ habits is key to knowing how to satisfy them. Web analytics.
In addition, contact center metrics such as average handling time and first contact resolution provide data on how the customer experience is affected by service practices. Through close examination across channels, brands may use such valuable information to create richer customer experiences.
In a study by Harvard , 72% of respondents said frontline customer service teams experienced a higher productivity when directly empowered with data-driven analysis and decision-making. It is therefore essential for customer service teams to show empathy towards customers.
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