Moderated By: Tim Montgomery, Principal, The Service Level Group; Panelists include NICE Systems, Verint® Witness Actionable Solutions® , Enkata

On Demand: Live Date: February 2010

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. Click here to watch a recording of the webcast.