VOZIQ

APRIL 21, 2022

This information includes customer data captured from contact center agent notes, surveys, emails, chats, and web forms. Traditional customer retention strategies only use structured data because it’s easier for their models to understand and be trained with.

Unstructured Data 52

Unstructured Data Contact Center Text Analytics Customer Retention 52

VOZIQ

JUNE 16, 2022

However, the problem is that many of these mechanisms are centered around end-of-term churn risk, which is reactive in nature for the most part. Considering limited to no insight into the churn cause at that stage, you may try to retain a canceling customer with expensive offers. This approach neglects customer lifetime value.

Unstructured Data 40

Unstructured Data Customer Retention Structured Data Contact Center 40

VOZIQ

JUNE 16, 2022

However, the problem is that many of these mechanisms are centered around end-of-term churn risk, which is reactive in nature for the most part. Considering limited to no insight into the churn cause at that stage, you may try to retain a canceling customer with expensive offers. This approach neglects customer lifetime value.

Unstructured Data 40

Unstructured Data Customer Retention Structured Data Contact Center 40