Reducing Custom Care Cost using Analytics
Below is a screenshot for a custom business and web analysis dashboard I created for Verizon Wireless. The goal for this dashboard is to provide actionable real-time data through the conversion of page information into product, service and support information across the two main markets of the company. A secondary dashboard correlates the web support data with call center data.
I expect that call center volumes can be decreased by as much as 25% (for product launch months).
Data-sources: SiteCatalyst, Google Analytics, DoubleClick, Custom DBs
