We're using information from customer interactions to discover areas of opportunity and find things we can do better, often in real time.
How do we know what our customers need and want? It’s simple. They tell us. They may ask about charges on their bills or a change to their services. Or they may want to activate new services. Yet it is the compilation of millions of customers’ feedback – over a week, month or even a year – that really provides the most telling information. And gives us the chance to continue to improve your experience.
Read the rest of Nicole Rafferty's blog on improving the customer experience through analytics here.
- See more at: http://about.att.com/newsroom/tech_transforms_opportunities_into_action_plans.html#sthash.rkF91yqi.dpuf