Date: December 14th, from 3:00 – 4:30 Eastern
Contact centers engage in CRM projects to transform themselves into an “Intelligent Contact Center”. The intelligent contact center must continue to provide quality customer care, while also acting as an individualized marketing channel to push new products and services. Our research reveals that 41% of contact centers are evolving from cost centers to profit centers. While many companies are trying to become an intelligent contact center, it is practically impossible to achieve this without the power of analytics. Improving the customer experience demands more personalized service with automated routing of inbound communications based on a customer’s needs and agent availability to maximize first call resolution. By using analytics in every part of the customer experience companies can:
Transform traditional contact center metrics by including the impact from telephony integration on CRM metrics such as close rates and deals
Manage contact center operations profitably
Improve next best action on inbound interactions
Understand marketing effectiveness and ROI
Retain and maximize value of existing customers
Listen to our panel of leading Analytics Software Suppliers as they discuss and debate these critical issues. This is an ideal session for those of you who are considering analytics solution for their contact centers. You will be able to ask questions of the moderator and the panel members.
To listen to this debate now, please tell us your email address.