Poor quality of information based on manual typing by call center agentsIn many cases, customer contacts are manually typed by agents and that is the only information available on the source of the customer issue. The quality of this information is usually low, making detailed analysis very difficult.
Lack of automated data associated with the customer contact history log
Not having in real time the context data used during the customer service or the history of actions carried out, is a real challenge to understand what has really happened in that contact, whether we have solved the customer's problem or been efficient enough.
Difficulty in the joint work between the different areas of customer service, product and back office, for the investigation of root causes
This difficulty is usually motivated by the absence of structured data that allows understanding, from the perspective of the customer service, how the potential root causes have impacted the customer. This makes the information of each area unconnected and makes it difficult to create an improvement cycle, or to focus on the reduction of the problems that the customers suffer.