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SpeechTEK 2013 - Monday, August 19, 2013
A103 – Customer Segmentation Strategy Based on Contact Frequency
1:15 p.m - 2:00 p.m
Lizanne Kaiser, Sr. Principal Business Consultant - Genesys

Recent trends in customer behavior reveal that customer contacts can be segmented according to how often a customer contacts a company. The combination of frequency and regularity of contact patterns allows us to create a model that will allow organizations to develop an effective customer service strategy for both self- and assisted-service across various channels.

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