There has rarely been a more critical time to ensure that contact center performance is optimal thanks to today's challenging economy that is stressing cost containment and revenue maximization. Performance analytics solutions, when wisely designed and deployed, can play key role in meeting these objectives by identifying opportunities via interactions to cut expenses, increase agent effectiveness and output, retain customers and save sales, and grow revenues.
"Contact center managers are now realizing that they can make better resource allocation decisions based on broader trends with smarter analysis of existing processes," says Keith Dawson, principal analyst, Frost and Sullivan. "They are using analytics to demonstrate the revenue-generating capabilities of centers, especially when it comes to critical business-wide problems like customer retention and churn. Analytics gives them a chance to say 'we may be asking for [more money] for training, but if [you] use it to identify agents with upsell skills, you'll see an ROI in just a few months.'"
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