For Business Process Professionals

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	February 3, 2006 Quality Monitoring Provides Companies With Valuable Business Intelligence by Elizabeth Herrell with John Ragsdale, Christine E. Atwood	Average: 3  (1 rating)

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Executive Summary

Companies need more customer insight to make timely business decisions. Although contact centers are a major hub for customer interactions, companies do not analyze customer phone conversations, emails, and chats for the customer's experience or attitude. Because voice recordings consist of unstructured conversations that have been historically difficult to analyze and report, organizations lose valuable customer information. Contact centers typically use quality monitoring applications for compliance purposes and to monitor agent performance, but these applications can also mine valuable business intelligence from captured interactions. Leading quality monitoring vendors now offer analytical tools that interpret structured and unstructured data to build a visual overview of contact attributes from customer conversations. By understanding the context and root cause of each customer interaction, companies can do more to reach goals on increasing revenues and reducing customer churn.

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