Now you can view your metrics across customer segments: customer lifetime value (LTV) and repeat callers. See how any metric differs for repeat callers versus the rest of your contacts, or how results hold up among your highest-LTV customers; so you can spot the groups trending the wrong way before it shows up in the aggregate. Where a segment is underperforming, you can act. Route high-LTV customers to your most effective people, adjust the knowledge bases and self-service flows that repeat callers are falling back from, or refine agent guidance for segments where satisfaction is slipping. The segment tells you where to look; the metrics tell you what to fix.
Categories: marketing:marchitecture/contact-center,marketing:marchitecture/analytics
Source: Amazon Web Services
