Contact Center Analytics
How your contact center performs, both from your customer and workforce perspective, is paramount to the success of your business. Industry stats show how true this is: According to recent surveys, 82% of consumers state that quick issue resolution is the number one factor in a great service experience. Organizations hold the key to a quick resolution…right from the agents’ desktops. What is the most efficient way to access this data?
Ensuring a great customer experience takes more than just a great agent – it takes a contact center that analyzes interactions to determine what’s working and what isn’t. A true understanding and measurement of agent workflow can help you:
• Ensure process compliance• Understand how staff is executing work
• Calculate true capacity needs • Understand process inefficiencies
Live in January http://www.crmxchange.com/webcast/agent_workflow/hpjan2016.asp
The Role of Desktop Analytics; Big Data and the Customer Service Revolution by Anna Convery, EVP-Strategy, OpenSpan, Inc
http://www.slideshare.net 2013-07-04 05:15:01 UTC
OpenSpan provides desktop analytics and desktop automation software that improves the productivity of customer-facing and backoffice workers in order to deliver operational efficiency and cost savings, and to enhance the customer experience.