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Leveraging Cognitive Search & Analytics to Optimize Customer Service

Successful customer-driven companies understand that each customer is an asset: an asset to be valued, protected and maximized. 

Customer service centers serve as organizational information hubs, resonating with the voices of the customers. Properly utilized, they can satisfy and improve retention; they can also drive revenue by cross-selling and up-selling. But they must manage the volume of interactions efficiently and control average handle time. 

Increasingly, they must achieve this with tighter budgets. Instant access and 360° views of all customer and product data is mandatory to enable customer service representatives (CSRs) to operate more efficiently. With people and information spread across various locations, this task can seem daunting. 

With its right mix of technology, Cognitive Search & Analytics can enable customer service centers to: 

  • Provide personalized and highly relevant communication
    Nurture customer relationship and prevent customer churn
    Improve productivity, reduce operating expenses and gain efficiencies
    Minimize customer service representative turnover and knowledge loss

Leveraging Cognitive Search & Analytics to Optimize Customer Service