Presented By: Brian Spraetz, Senior Product Marketing Manager, NICE Systems
On Demand - Live Date April 23
We’ve heard it many times before… replacing customers cost many times more than keeping them. Then why is customer churn still a major hit to the bottom line of most companies? One reason is that our customers usually don’t tell us they are leaving until it’s too late – at least they don’t tell us directly.
There are many indirect indications waiting to be found in your customer interactions that a customer is likely to leave. Traditionally, businesses have relied only on transactional data to identify at-risk customers. A new approach using interaction analytics, offers the promise to greatly improve the timeliness and accuracy of predictions.
This Webcast highlights the experiences of Orange, a major telecommunications provider, in using interaction analytics to reduce customer churn and deliver other benefits to their operation. In this session you will:
Learn how interaction analytics derives business intelligence from customer interactions
See the improvements in prediction accuracy by combining interaction and transaction analytics
Understand how Orange used these insights to achieve operational improvements
Explore other ways interaction analytics can benefit your business