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This breakout session will discuss how the foundation of a metric-driven support organization can evolve into a prescriptive forecasting model. Prescriptive analytics can be used to forecast customer satisfaction, customer temperature, case volume, and operational efficiency. When a prescriptive model is put in place, an organization no longer relies on its lagging KPIs. Prescriptive analytics will be able to accurately identify the leading KPIs and when it is appropriate to take necessary action to control the health of the organization and the overall customer experience.
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
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