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Enhancing Customer Retention in the Retail Market using Infortel Select

Each time a customer calls a company, an interaction occurs. This interaction has the potential to enhance or degrade the relationship with the customer. If the encounter is not positive, the average customer can terminate the relationship and take their business elsewhere. Call centers have long understood this. To that end, they have deployed sophisticated business analytics to measure the customer interaction. They assess every aspect of a call from how long a customer is on hold, to how long the call lasts, to if a call was dropped.

With ISI’s Retail Analytics package, large enterprises can now measure the customer call experience down to the store level. They can reduce costs by right-sizing their equipment and staff, improving customer satisfaction by reducing hold times and abandoned calls, and providing an audit trail of all customer interactions.

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