This session will cover DSAT Analysis – the process of behind the detailed collection, aggregation, codification, review, reporting and analysis of the specific customer service transactions identified as “Dissatisfied” or “Unsatisfactory” by customers.

Attendees will learn how to take advantage of the massive amounts of data in the support center by properly analyzing the information and improving both the customer care experience as well as the products/services that are offered by the organization, and how to turn unsatisfied experiences into opportunities.

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