API Console
Executive Summary
Root cause analysis business function reviews case reports to identify possible improvements to eliminate/mitigate servicing issues
Examples of Use
Example of use:Contact center case resolution records are reviewed to identify recurring issues that can be resolved with improved servicing representative training and guidelines
Role Definition
Analyze customer servicing case resolution records for root cause insights. Analysis can be focused for more specific analysis including: problematic product and service features that can be refined; possible operational weaknesses that might require improved training/guidelines; and, to detect possible credit/fraud patterns
Related Business Scenarios
Core Business Object
Key Features
- Product and service feature related issue analysis
- Servicing and operational performance issue analysis
- Credit and fraudulent behavior analysis