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Tag Archives: feedback

Call Center Monitoring

Issue: While call center satisfaction scores from club members were average, this client was trying to improve them across shifts. Solution: As you can see from their ontology subjects, they tried to breakout every possible negative issue to isolate and fix them. However, we discovered that the “Positive – Individual Kudos” comments were the #1 […] [...]

By MineTech | Apr 19th, 2016 | , , , , , , ,

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Negative Customer Experience

Issue: Client wanted to analyze customer feedback across all touch points, regarding negative experiences with their company to isolate the problem areas and prioritize their response to those problems. Solution: We created a text mining ontology that included all of the problems that customers had complained about in the past. Next we processed all of […] [...]

By MineTech | Apr 19th, 2016 | , , ,

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