Our new world of multifaceted customer communications is driven by moments of interaction with the brand, often called moments of truth. Today’s call center analytics put companies in a position to manage these moments. Analytics that are specific to the call center include desktop analytics, event stream analytics, speech analytics, text analytics, cross-channel analytics and predictive modeling. These analytics, in turn, drive areas such as agent training and coaching, time and capacity optimization, customer satisfaction and loyalty, and cross-sell and upsell opportunities.
Topics: Customer Engagement, Call Center Optimization, call center analytics, capacity utilization, customer loyalty, Operational Performance, Business Analytics, Business Intelligence, Customer & Contact Center, Workforce Performance, Workforce Analytics, moments of truth, NPS