Using Analytics to Improve Interaction-Handling

"Benchmark research by Ventana Research into customer experience management shows that the experiences of customers in dealing with a company strongly impact their propensity to remain loyal – to continue to purchase products and services from the company, to recommend it to other people and to refrain from posting negative comments about it to social media. Employees who handle interactions are a primary point of engagement between the company and the customer, yet many of them lack sufficient skills and training to provide a positive, satisfying experience."