The Intelligent Contact Center: Using Predictive Analytics to Generate Growth
(6/29/2007) CRM Project Volume 7
By Christopher Checco, Customer Chemistry
David Rook, Customer Chemistry
Britton Manasco, Manasco Marketing Partners
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Three customer communications experts discuss analytics for identifying and developing
mission-critical customer contact strategies.
Companies in telecommunications, financial
services and other industries are now focused on
strengthening customer loyalty and maximizing the
value of their customer relationships. As the pressure
to improve customer value continues to intensify,
corporate decision makers increasingly are turning to
cross-sell and upsell programs to meet their objectives.
Many times, the core channel of execution is the
customer contact center.
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