O'Reilly logo

Turning Text into Gold: Taxonomies and Textual Analytics by Bill Inmon

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

14: Call Center Analytics

How many organizations have a customer service phone number that you can call? Nearly all of them. And what kinds of conversations take place on these “800” numbers? There are many topics:

  • Complaints
  • Questions about installing equipment
  • Questions about other products
  • Requests to buy more products
  • Clarification of instructions
  • Questions about deliveries and locations

In many ways, the customer service line reflects the voice of the consumer in a direct and unedited manner. This “unfiltered” information provided by the consumer is nothing short of invaluable.

Yet what do organizations do with the conversations that come in on their 800 number? In most cases, the conversations are simply thrown away. Occasionally, the ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required