Unstructured Data Analytic Training

for Customer Service Professionals

 

CSLD Data Boot Camp 101

This training course provides customer service professionals with hands-on experience working with unstructured data to develop text mining and data-analytic skills. Ideal for individuals and managers responsible for customer service operations, metrics and reporting, this course provides insight and real world examples using unstructured data mining techniques to uncover deep insight into customer service data.

The CSLD Data Boot Camp is an introductory course that covers an overview of text mining including preprocessing functions, data enrichment, Natural Language Processing (NLP) and several data clustering and classification techniques.  Unique to other data mining courses, this training is very specific to a company's Customer Service function with practical exercises for mining customer feedback, knowledge content, system/error logs and case/incident management data.  The course also covers an introduction to data analytic programs including R, Python, and Knime.

While programming experience is not required, participants should have a good understanding of data structures, data analysis, and customer service operational metrics.

Customer Service Hand-On Exercises

Class size is restricted to no more than 8 participants to ensure comprehension and training effectiveness.  Some of the customer service specific text mining and reporting exercises include:

  • Call drivers and critical product issue analysis from unstructured customer case management and customer community data
  • Knowledge content/article candidate analysis from unstructured customer request data and knowledge base query data
  • Unstructured customer feedback analysis from periodic and event (transactional) survey data
  • Unstructured customer feedback analysis from social media and community forums.
Training Value and Benefits

At the end of the training, participants will be able to:

  • Analyze unstructured customer feedback data for trends in customer satisfaction, loyalty drivers, and adoption indicators.
  • Analyze unstructured customer request data for top call drivers (why customers contact you for help), critical product issues, and opportunities to remove redundancy, increase product quality and improve customer satisfaction.
  • Analyze unstructured customer knowledge request data to prioritize and justify knowledge content creation to improve your self-service capacity and capabilities.
Cost: $1,800 per person
Private Company Session: $5,500 (up to 8 particpants)

Paypal and invoice payment options available.

tdates
Data Boot Camp 101

August 22-24, 2017
Boston, Massachusetts

Data Boot Camp 101

October 10-12, 2017
Santa Clara, California

Data Boot Camp 101

November 14-16, 2017
San Diego, California

 

 

CSLD Cancellation Policy

Any changes or cancellations to a CLSD training class less than 7 days prior to the scheduled training dates will result in a charge equal to 100% of the class fees.  If changes or cancellations are made to any scheduled training class from 8 to 21 days prior to the course, there will be a charge equal to 50% of the class fee. Any substitutions, changes, or cancellations made 21 days in advance of the scheduled training course will not result in any additional charge.

Unstructured Data Analytics for Customer Service