How to use text analytics to completely measure the customer experience

Any mass market business intent on delivering a superior customer experience should be developing its text analytics capability for mining complaints, voice of the customer feedback and the notes taken by customer service representatives during customer conversations (that would otherwise sit untouched in the CRM system).

Posted by Jack Springman

Full Story: http://www.mycustomer.com/topic/customer-intelligence/how-use-text-analytics-completely-measure-customer-experience/162223?goback=.gde_1814785_member_215763790

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