Hosted by:Sheryl Kingstone, Director Enterprise Research, Yankee Group
Participating Companies: Aspect Software, BBN Technologies,
eglue Business Technologies, Inova Solutions, Verint Systems
On Demand: Live Date: February 2008
The evolution of a contact center from an enterprise cost center obsessed with measuring operational efficiency to a revenue-producing center responsible for driving customer loyalty, repeat business and competitive differentiation necessitates a fresh look at data analytics and new KPI’s used by management to assess performance. Prior analytic measurements for agent and operational efficiencies remain important, but new analytics that uncover real insight on customer satisfaction, quality of service and corporate image is now even more critical. This session will take a look at new approaches using analytic technologies and processes for not only improving the customer experience, but also contact center effectiveness.
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