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With the amount of competing services available, businesses need to focus efforts on maintaining consumer satisfaction, proper application of analytics can lead to a proactive retention strategy. By looking at the customer’s past service usage, service performance, spending and other behavior patterns, these models can determine the likelihood of a customer wanting to terminate service sometime in the near future.

For an organization that offers multiple products, an analysis of existing customer behavior can lead to efficient cross sell of products. This directly leads to higher profitability per customer and strengthening of the customer relationship. These software solutions can help analyze customers’ spending, usage and other behavior, and help cross-sell the right product at the right time.

Read the white papers below to find out more about Analytics.

Analytics

  • Contact Center Enterprise Analytics
    - Presented by Bay Bridge Decision Technologies
     Contact Center “Analytics” traditionally focus on tactical problem-solving but recent developments in modeling technologies have enabled a whole new class of enterprise-wide decision analytics. This paper discusses the concept of Enterprise Analytics, operational and financial risk analysis, and what an Enterprise Analytics process can do for your organization.  Read More...
  • How Are Your Partners Handling Your Customers
    - Presented by BBN Technologies
     Partners are vital to your success.  They provide expertise, flexibility and cost savings.  But, partners also reduce visibility and control of the customers’ experience.  New analytics restores transparency and strengthens partner relationships.
    In an ideal world, your partner’s goals would be perfectly aligned with your objectives.  The reality, however, is that your partners are distinct firms with their own financial goals and operational challenges.  While some may be more accommodating than others, can you really expect a partner to prioritize your business goals over their own?  The answer of course is no, and the result is that there will always be gaps between what you desire in terms of reporting and performance, and what your partner is willing (or able) to provide.      Read More...
  • How to Get More From Your Existing IVR: Reduce Call Volume and Increase Satisfaction
    - Presented by BBN Technologies
     Do more with less.  It’s not a cliché in this economy.  It’s a strategy for survival today - and greater profitability in the future.  More satisfaction.  Less calls.  How can you achieve both?  In most centers, the low hanging fruit is in your IVR.  In this white paper, you’ll learn how to get more value from your existing IVR system.  The key is to use a data-driven approach to pinpoint surgical changes that reduce IVR mis-routes and increase self-service.  Read More...
  • Integrating Caller Experience Management Into Your Contact Center Strategy
    - Presented by BBN Technologies
     Caller Experience Management is a new approach to managing voice customer contact.  It shifts the focus from optimizing agent labor to optimizing a much more precious commodity – the customer’s time.  By designing contact strategies that make good use of the customer’s time, call centers can reduce agent labor by 10-15% and reduce dis-satisfiers by 20% or more.  Learn whether Caller Experience Management should be part of your strategy, and the steps you can take to establish Caller Experience Management processes and teams.  Read More...
  • Accelerating Contact Center Quality Assurance and Performance Optimization with Screen Analytics
    - Presented by DMG and VPI
     Authored by premier analyst firm DMG Consulting. Compliments of VPI

    Learn How to Take Your Contact Center to the Next Level with Powerful and Surprisingly Cost-Effective Screen Analytics. As the economy starts to recover, contact centers are being asked to continue to reduce their operating expenses while further optimizing the customer experience - without making major resource investments. Desktop screen analytics is a new, practical, easy-to-implement solution to this challenge. Enterprise and contact center managers who want to rapidly and cost effectively identify insights about business processes, Quality Assurance, customer needs and agent performance issues should seriously consider screen analytics.

    This white paper offers valuable insights and advice that can help your organization survive and thrive in the year ahead!      Read More...
  • Contact Center’s Latest Effectiveness Tool – Desktop Analytics
    - Presented by Enkata
     Most call centers have limited visibility into what agents are doing on every call and the impact of those actions on the bottom line. Now, contact centers are the newest beneficiary of emerging desktop analytics solutions. These solutions give managers a cost-effective tool for providing full transparency into 100% of agent transactions in order to evaluate performance, identify issues and fix the identified problems of their agents and systems.

    In this report, DMG Consulting outlines:
    ·The business benefits of desktop analytics solutions
    ·An overview of how desktop analytics solutions work
    ·High–level functional requirements for analytical applications
    · Several practical use cases      Read More...
  • Desktop Analytics-Mining for Gold on the Agent Desktop
    - Presented by Enkata
     In Desktop Analytics: Mining for Gold on the Agent Desktop, Paul Stockford of Saddletree Research explores how agent desktop activity can help you identify why your best agents are your best so you can share these best practices for immediate performance gains. You'll learn:

    * Why current approaches have not been able to paint an accurate picture of performance
    * How agent desktop activity can provide a gold mine of data to uncover hidden productivity issues that drive handle time and hurt your bottom line
    * How analyzing data from agent desktops can also expose system problems that effect productivity      Read More...
  • Home Based Agents -- Desktop Analytics Brings Performance into Focus
    - Presented by Enkata
     This white paper, from Ventana Research, provides insights and practical recommendations. Benchmark research highlights desktop analytics as an emerging choice for identifying best performing home agents, best practices, and home agents who need coaching. The paper discusses desktop analytics applications for monitoring home agent activity at the point of customer contact – the desktop.  Read More...
  • Mining for Gold on the Agent Desktop
    - Presented by Enkata
     By SaddleTree Research

    You have invested in speech analytics, coaching, training and quality monitoring programs, yet your best agents still outperform your average agents by 20-50%. Why? Learn more from the feature paper: “Enkata Desktop Analytics: Mining for Gold on the Agent Desktop” in which Paul Stockford of Saddletree Research explores how agent desktop activity can identify best practices for immediate performance gains.

    You’ll learn:
    • Why current approaches have not been able to paint an accurate picture of performance
    • How agent desktop activity can provide a gold mine of data to uncover hidden productivity issues that drive handle time and hurt your bottom line
    • How analyzing data from agent desktops can also expose system problems that effect productivity      Read More...
  • The Five Fundamentals of a Successful FCR Program
    - Presented by Enkata
     Industry analysts agree that First Contact Resolution (FCR) is the only true metric that delivers a clear measurement of organizational effectiveness and customer satisfaction. Improving your FCR can reduce costs and increase customer satisfaction, which in turn boosts customer retention and upsell opportunities.

    At the same time, a successful FCR program goes beyond the metric. Refocusing your efforts on resolving customer issues in one contact will likely cause a fundamental shift in the way your service organization operates. Download this white paper to learn the five fundamentals that help build and support a thriving FCR program.      Read More...
  • Why are They Calling? The New Approach to Answering the Age-old Question of Customer Behavior
    - Presented by Enkata
     Why are your customers calling? If you don’t really know, you are not alone. Even those contact centers who think they know are using methods that are unreliable and ineffective at driving real change. This lack of clarity is costing you more than you think. From the 2-4 seconds agents spend to inaccurately tag a call reason, to the unnecessary minutes wasted by customers calling a second or third time, you’re wasting time, money and ultimately a chance to build customer loyalty.

    Download “Why are They Calling? The New Approach to Answering the Age-old Question of Customer Behavior” to read about leveraging technology to accurately and cost-effectively identify customer behavior to drive peak-performance and lower operating costs.      Read More...
  • Building a Great Customer Experience: How to Foster Intimacy and Create Value Using Self Service
    - Presented by Genesys
     By Vanguard Communications; Sponsored by Genesys
    Customer intimate contact centers engage customers, enabling companies to achieve higher levels of customer loyalty. And as enterprises strive for greater customer intimacy through personalized service, customer based sales and proactive outreach, the role of the contact center and self service change dramatically.
    This white paper examines what it takes to create a customer intimate contact center.  It examines ways that speech technologies and other self service can be used to combine high tech and high touch customer service and includes real life examples of successful, customer intimate applications and the critical steps you an take to engage and not alienate customers.      Read More...
  • Customer Dynamics—Creating Value from Chaos
    - Presented by NICE Systems
     Businesses interact with customers in a myriad of ways—on the phone, by email, in chat sessions, through self-service and even social media. It’s a multifaceted, constantly changing web of communications. Within this maze of interactions, Customer Dynamics unfolds.

    Customer Dynamics describes the continuous exchange of information and commerce that occurs between customers and businesses. It’s complex, complicated and chaotic. But Customer Dynamics is ripe with opportunities to forge strong customer bonds, maximize profitability and create lasting competitive differentiation.

    This white paper delves deeper in the concept and examines how businesses can optimize their own unique Customer Dynamics to maximize customer satisfaction and enterprise performance.      Read More...
  • Fundamentals - Contact Center Analytics
    - Presented by Verint® Witness Actionable Solutions®
     Although many businesses work hard to connect with customers through advertising, loyalty programs, and other activities, they often overlook the value of the vast customer interaction data captured in their contact centers each and every day. This paper profiles how contact center analytics—speech analytics, data analytics, and customer feedback surveys—can help your center and broader enterprise mine customer interactions for actionable intelligence.  Read More...
  • Fundamentals of Contact Center Analytics
    - Presented by Verint® Witness Actionable Solutions®
     Many businesses work hard to stay connected with their customers through advertising, loyalty programs, surveys, and other activities. In doing so, they often overlook the value of the customer interaction data captured in their contact centers. This paper highlights the underlying technology and value of contact center analytics, including speech analytics, data analytics, and customer feedback surveys. These solutions can help centers mine customer interactions for actionable information on customer opinions, product and service issues, competitive intelligence, and more.  Read More...
  • Complimentary Resource Guide: Mastering First Contact Resolution with Analytics
    - Presented by VPI
     Looking for a Better Way to Measure and Improve FCR?

    No other contact center measure has as much impact on enterprise performance as First Contact Resolution (FCR). Improved FCR rates often result in significantly reduced operating costs, increased opportunities to sell, and improved employee and customer satisfaction and loyalty. But as many have found, FCR isn't always so easy to track and improve. The good news is that new, affordable analytics tools are making the quest for FCR much easier.

    Download Your Complimentary Resource Guide to learn:
    • Pros and cons of the various methods in use today to measure FCR
    • How to make measuring FCR more accurate and actionable with analytics
    • Ways to more effectively identify the root cause of repeat interactions and issues
    • How to turn tracking and analysis of FCR into major improvements      Read More...
  • Using Business Optimization Analytics to Solve Your Critical Contact Center Issues Faster
    - Presented by VPI and Saddletree
     Want to More Rapidly Identify and Resolve Your Critical Contact Center and Business Issues?

    Given the high number of activities and volume of data collected in contact centers today, getting to the root cause of problems and taking corrective actions can often be a daunting task. More specific to business content than performance analytics and less expensive and easier to implement and manage than speech analytics, Business Optimization Analytics is the latest innovation in technologies for the monitoring and improvement of contact center operations, business performance, and customer experience.      Read More...