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downloads-analytics-making-customer-interactions-analytics-pay2In every organisation the number, type and complexity of customer interactions is on the rise. The challenge of managing these interactions across multiple channels and social networks is considerable. But perhaps the bigger challenge is to capture intelligence from them – to hear and understand what customers are saying – in order to drive profitable change across the customer management operation and the business it supports.

For some years now, analytics technologies have been heralded as the answer to this challenge. Expectations are high. In this year’s Global Contact Centre Benchmarking Report, for example, analytics tops the list of innovations expected to deliver greatest benefit to the contact centre. Analytics technologies promise definitive, irrefutable insights based on an exhaustive analysis of every conversation. However, despite all of the promise and expectation, actual take up has been slow. Research from the Professional Planning Forum reveals that there are no more than 12 contact centres in the UK using speech analytics in a mature way…

This paper takes a fresh look at the analytics numbers game, recognising that the ever increasing availability of data offers rich potential for gain, if only its value can be unlocked…

Download the document Cloud9 Making Customer Interaction Analytics Pay

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