Hosted by: Tim Montgomery, Principal, The Service Level Group

Participating Companies: Enkata,  NICE Systems, Verint® Witness Actionable Solutions® 

Call center leaders are inundated with metrics and reports – we measure almost every activity and always seem to need more. Key to managing all of the data is to have access to the right information that that helps you transform your business. Recent advances in Analytical applications provide critical insights into customer needs, behavior, and contact center and enterprise delivery. Analytical solutions also provide a bridge between the contact center and enterprise departments, such as sales, marketing, product development and the executive suite.

Utilized properly, analytics can provide better understanding of your customers, their customer experience, competitive pressures, and ways to improve customer service. Analytics can also be utilized to improve call center productivity, optimize processes, and to enhance agent effectiveness.

Key questions discussed:
--What are the new analytical applications that are transforming contact centers?
--Where are these applications producing the most fruitful results?
--How can analytics be used to enhance customer experience and improve retention
--How analytics can help contact center weather the economic downturn and make them key corporate contributors
--How can the customer experience be measured? In what ways do your analytics contribute to an actionable solution?
--What are the best ways to implement these solutions?
--Considering the different types of analytics software, what criteria should be used to select an analytics vendor?

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