What is this?

Organizations that engage in an interaction analysis do so in order to obtain valuable information about their way of doing business. It helps them understand the customer experience as well as insights on how to attract, retain and strengthen customer relationships. An interaction analysis provides critical information about the points of contact between the customer and the organization. It focuses on the transaction between an organization’s customers or suppliers and evaluates the true cost of service and other factors impacting revenue. Based on this analysis, management can then make conscious decisions on how to deploy resources to ensure each interaction creates value for both the customer and the organization. It also provides a mechanism to understand and anticipate future needs.