Big Data in Customer Service and Why it Matters

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In this talk we’ll discuss the impact of “Big Data” in customer service for Parks and Recreation. Including: • What is Big Data and why it’s valuable for customer service. • How to implement and track Key Performance Indicators (KPI) that measure customer service success. • How to visualize data to help decision makers using tools such as Excel or Microsoft Power BI. • Recommended practices such as data inventory, surveying and reporting distribution.

Session Length: 1.25 Hours

Credit: 0.1

Brynn DiPaola

Customer Service Initiatives Specialist, Virginia Beach Parks & Recreation Business Systems

Brynn DiPaola is the Customer Service Initiatives Specialist for Virginia Beach Parks and Recreation. With a Bachelor of Arts in Psychology from the University of Redlands, in Southern California. He has organized and facilitated trainings in Customer Service for 15 years. His current role leverages data and analytics to enhance training while identifying and measuring Key Performance Indicators.

Andru Fratarcangeli

Customer Service Initiative Admin. Analyst, Virginia Beach Parks & Recreation Business Systems

Andru Fratarcangeli, is the Customer Service Initiative Admin. Analyst for Virginia Beach Parks and Recreation Department. With a Masters of Science in Management Information Systems, his background spans across all levels of business including tech startups, fortune 1000 E-commerce companies and even global operations within the US Army as an Intelligence Analyst.

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