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For Application Development & Delivery Professionals

Behavioral Analytics Can Optimize Matching Contact Center Agents With Consumers

Predictive Analytics Can Help Enterprises Better Match Customers To Agents To Grow Revenue, Reduce Costs, And Improve Satisfaction

February 24, 2015

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Why Read This Report

Part of the promise of online dating services like eHarmony and is their ability to use software analytics of personality profiles to increase the successful outcome of connecting two individuals seeking a personal connection. This report looks at the impact of behavioral analytics when used to match agents to customers in real time. What approach should application development and delivery (AD&D) professionals take in factoring agent matching software into the mix of choices in their road map? Driving incremental sales within contact center interactions would appeal to both CMOs and CIOs looking to collaborate on a joint business technology agenda in the age of the customer.

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Table of Contents

  • Today's Customer Demands Continuous Contact Center Improvements
  • Behavioral Analytics Adds An Option To Queuing And Routing Choices

  • Use Of Behavioral Analytics Will Expand — The Truth Is In The Testing
  • Supplemental Material
  • Related Research Documents

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