Application Of Multimedia Data Mining

In customer service, the telephone is the second most important link (Lucus, 2015). Modern business use telephones in their day-to-day operations and to communicate with both internal and external customers (Lucus, 2015). Traveling to meet with customers and vendors face to face can be expensive and time-consuming (Lucus, 2015). With the technology of today, you can dial a telephone number or type a text into a cell phone and connect to a customer or vendor half-way around the world almost instantaneously (Lucus, 2015). With fax machines and computer modems, documents and information can be sent in a matter of minutes to customers and vendors miles away (Lucus, 2015). With all those tools, readily available more companies have set up both inbound and outbound telephone staffs (Lucus, 2015). Companies are expanding their customer contacts and are more likely to reach total customers satisfaction through those types of trained specialist (Lucus, 2015).

Call centre workers must be able to listen well and communicate verbally. Speaking to customers on a daily basis we must make sure that we are able to problem solve and resolve and give any solutions to customers. On a daily basis we have to read scripts and make sure that we are offering a service that is compliant. We deal with so many different people from so many different backgrounds and we must be aware of this when speaking to them. It is important to actively listen to the customer, not speak over them and answer the questions using the right tone of voice. If a customer is angry then I will try to calm them down and try to resolve any issues within my remit.

Since the call center director was hired, the Customer Service department has improved tremendously. The only thing that has not improved is the high turnover rate. How can the employee turnover rate within the Customer Service department decrease?

Understanding and listening attentively to the customer is important to the success of a business.

I have no call center related employment on my resume, but I do have great customer service skills based on my employment at Eastern Arkansas Diabetic and Medical Supply, which I had to communicate and meet customers' needs daily. I am a quick learner and I can adapt very easily, especially working in a fast pace environment.

They may have information or ideas that is required to be able to fully support the customer.

Call centers were antiquated and no standardized measurement systems or aggregated goals existed for the call centers, and no centralized policies existed. In addition, Congress had cut the IRS budget by 11%, $4 billion was spent on modernizing information systems but still not completed, and 2,000 employees were laid off. (Davis, 1997)

Describe the insight generation process used at Ben & Jerry’s. What benefits did Ben & Jerry’s achieve from utilizing the process?

Recent survey found that only 34 percent of customer service companies use latest technology for customer service management. On the other hand 66 percent of companies using notebooks, papers, and useless notes. In order to succeed, we must have proper tool to execute it. So, matt has to collect information about Datatronics CRM and he has to find out whether the staffs are using CRM properly.

It is necessary to hire people with high technical knowledge and experience in order to offer a high-level customer service that satisfy the customers needs and expectative.

The National Customer Service organization has enhanced its customer service tools over the past three years. The customer service tools have been consolidated from 10 separate platforms into 1 tool that is consistent company-wide. This consolidation lent itself to the National Customer Service Business Intelligence department having the ability to analyze agent performance from a “One Comcast” perspective. Specifically, the evolution of business intelligence and performance dashboard capabilities from vendors provided a unique opportunity for the company to expand insights from headquarters directly to the users in the field. The continued evolution of dashboard functionality over the past few years now provides additional

The typical customer acquisition goal is to extend our reach to more people. With a well-defined digital blueprint and no data supporting it, chaos can brew within your company. You must “develop a strong internal link between improved customer experience and data-driven customer insight.”

* To have the confidence of the information that should be given to customers, advice them and offer a better customer service.

The merging of the customer data from sales and the call center interactions has created the more informed interactions with the customer (Petersen, 2004). The concept rang with the user organizations and mergers and acquisitions created a host of software that the vendors claimed to have an integrated set of capabilities that became known as customer relationship management (Petersen, 2004). Companies wanted to learn more about each and every individual customer and use the information to effectively take care of and manage their relationships, and yet increased customer satisfaction and profit.

Organization need to make sure information from customers is fed back into the heart of the organization. In essence all activities in the organization are based around the customer. The customer is truly a king!