As companies evolve their Customer Relationship Management (CRM) strategies to attract and maintain customers, the contact center has emerged as an important strategic asset. The agents staffing these call centers have a direct impact on customer acquisition and satisfaction. In order to continue providing excellent service, more companies are turning to advanced analytics to ensure that their contact centers are performing at a high level.
In addition, market leaders are using insights from customer interactions to uncover sales, marketing, and operational improvement opportunities that touch every branch of the business. Contact center analytics is now being leveraged to provide more than just performance feedback to front line employees; the intelligence mined from customer interactions is driving continuous process improvement throughout the entire organization.
This whitepaper looks at several contact analytics case studies and also includes:
- The Business Impact of Contact Analytics
- How Contact Analytics Works
- How to Deploy Real-Time Monitoring