Big Data key to helping banks alter services

[:en]When a customer calls a store to complain or inquire about a product or service, a voice saying that the call is being monitored generally comes on before the caller talks to a representative. Now, this helps the company see what customers are calling about and how the employee handles the call. In the future, this may not be necessary, as Big Data, which is better than call samples, can find what the biggest issues for customers are.

An article in Forbes this month explained how Big Data can help banks find which of their services are most valued by customers, and make adjustments accordingly.

The article cited a recent study titled “Big Data in Big Companies,” which explained how Big Data can be used to analyze “multi-channel customer relationships,” and follow the path that customers make when determining which of a banks’ services are of most value.

“The data they are looking at is structured and semi-structured and include website clicks, transaction records, bankers’ notes and voice recordings from call centers,” Forbes said. “The study said that the banks are getting better at understanding common journeys, monitoring for quality of service and identifying reasons for attrition.”

Most financial services used sample phone calls to determine this before. Now, Big Data adds a level of clarity and help form a bigger picture of customers’ needs. In addition to helping improve customer service, Big Data can help improve banks’ overall customer experience by helping them keep better track of individual customers’ expectations and histories.[:fr]

When a customer calls a store to complain or inquire about a product or service, a voice saying that the call is being monitored generally comes on before the caller talks to a representative. Now, this helps the company see what customers are calling about and how the employee handles the call. In the future, this may not be necessary, as Big Data, which is better than call samples, can find what the biggest issues for customers are.

An article in Forbes this month explained how Big Data can help banks find which of their services are most valued by customers, and make adjustments accordingly.

The article cited a recent study titled “Big Data in Big Companies,” which explained how Big Data can be used to analyze “multi-channel customer relationships,” and follow the path that customers make when determining which of a banks’ services are of most value.

“The data they are looking at is structured and semi-structured and include website clicks, transaction records, bankers’ notes and voice recordings from call centers,” Forbes said. “The study said that the banks are getting better at understanding common journeys, monitoring for quality of service and identifying reasons for attrition.”

Most financial services used sample phone calls to determine this before. Now, Big Data adds a level of clarity and help form a bigger picture of customers’ needs. In addition to helping improve customer service, Big Data can help improve banks’ overall customer experience by helping them keep better track of individual customers’ expectations and histories.

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When a customer calls a store to complain or inquire about a product or service, a voice saying that the call is being monitored generally comes on before the caller talks to a representative. Now, this helps the company see what customers are calling about and how the employee handles the call. In the future, this may not be necessary, as Big Data, which is better than call samples, can find what the biggest issues for customers are.

An article in Forbes this month explained how Big Data can help banks find which of their services are most valued by customers, and make adjustments accordingly.

The article cited a recent study titled “Big Data in Big Companies,” which explained how Big Data can be used to analyze “multi-channel customer relationships,” and follow the path that customers make when determining which of a banks’ services are of most value.

“The data they are looking at is structured and semi-structured and include website clicks, transaction records, bankers’ notes and voice recordings from call centers,” Forbes said. “The study said that the banks are getting better at understanding common journeys, monitoring for quality of service and identifying reasons for attrition.”

Most financial services used sample phone calls to determine this before. Now, Big Data adds a level of clarity and help form a bigger picture of customers’ needs. In addition to helping improve customer service, Big Data can help improve banks’ overall customer experience by helping them keep better track of individual customers’ expectations and histories.

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When a customer calls a store to complain or inquire about a product or service, a voice saying that the call is being monitored generally comes on before the caller talks to a representative. Now, this helps the company see what customers are calling about and how the employee handles the call. In the future, this may not be necessary, as Big Data, which is better than call samples, can find what the biggest issues for customers are.

An article in Forbes this month explained how Big Data can help banks find which of their services are most valued by customers, and make adjustments accordingly.

The article cited a recent study titled “Big Data in Big Companies,” which explained how Big Data can be used to analyze “multi-channel customer relationships,” and follow the path that customers make when determining which of a banks’ services are of most value.

“The data they are looking at is structured and semi-structured and include website clicks, transaction records, bankers’ notes and voice recordings from call centers,” Forbes said. “The study said that the banks are getting better at understanding common journeys, monitoring for quality of service and identifying reasons for attrition.”

Most financial services used sample phone calls to determine this before. Now, Big Data adds a level of clarity and help form a bigger picture of customers’ needs. In addition to helping improve customer service, Big Data can help improve banks’ overall customer experience by helping them keep better track of individual customers’ expectations and histories.

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When a customer calls a store to complain or inquire about a product or service, a voice saying that the call is being monitored generally comes on before the caller talks to a representative. Now, this helps the company see what customers are calling about and how the employee handles the call. In the future, this may not be necessary, as Big Data, which is better than call samples, can find what the biggest issues for customers are.

An article in Forbes this month explained how Big Data can help banks find which of their services are most valued by customers, and make adjustments accordingly.

The article cited a recent study titled “Big Data in Big Companies,” which explained how Big Data can be used to analyze “multi-channel customer relationships,” and follow the path that customers make when determining which of a banks’ services are of most value.

“The data they are looking at is structured and semi-structured and include website clicks, transaction records, bankers’ notes and voice recordings from call centers,” Forbes said. “The study said that the banks are getting better at understanding common journeys, monitoring for quality of service and identifying reasons for attrition.”

Most financial services used sample phone calls to determine this before. Now, Big Data adds a level of clarity and help form a bigger picture of customers’ needs. In addition to helping improve customer service, Big Data can help improve banks’ overall customer experience by helping them keep better track of individual customers’ expectations and histories.

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