On first glance, customer interaction analytics can be seen as providing similar information to management information and reporting systems – taking masses of data and making sense of what they mean to the contact centre’s performance and perhaps even inside the wider business.
However, the vital thing to understand about analytics is that it gives contact centres the answer to ‘Why?’, not just ‘What?’. Why are average handle times so different across agents? Why are customers of this product upset? Why are people calling the contact centre?
“The Inner Circle Guides” are a series of analyst reports written by ContactBabel investigating key customer contact solutions. The Guides aim to give a detailed and definitive view of the reality of the implementing and using these technologies, and a view on what the future holds.
Download your complimentary copy of this comprehensive report to understand the current landscape of customer interaction analytics solutions and what the future holds.