Moderated By: Sheryl Kingstone, Director Enterprise Research, Yankee Group
Participating companies include Aspect Software, BBN Technologies,
eglue Business Technologies, Inova Solutions, Verint Systems
On Demand Now - Live Date February 08
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.