Customer Contact Analysis

  •   - Drawing up management reports with the defined performance indicators on the basis

        of established business intelligence tools (Business Objects, Cognos or MicroStrategy).
  •   - Ad-hoc analysis of the usage data with the aim of:
  •       - observing and understanding consumer behavior,
  •       - identifying new needs and potentials or new target groups.
  •   - Summary of results; review and improve processes.
  •   - Deriving further potential for optimization.

The completion of this phase is the set up of an ongoing evaluation of service quality with the aim of ensuring that performance coefficents are maintained and sustained. Here you are setting service levels and monitor customer satisfaction, incremental sales effectiveness, self-service completion rates, social trends, system performance and much more with slice-and-dice analysis.

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