Contact Center Analytics

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


The Role of Desktop Analytics; Big Data and the Customer Service Revolution by Anna Convery, EVP-Strategy, OpenSpan, Inc 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.

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