Real-Time Analytics For Contact Centers

Although contact centers and customer support managers collect data on their agents' performance, too little information is known about what their customers are experiencing during an interaction. Fortunately, customer experience applications that focus primarily on customers rather than on agents have become more pervasive and provide valuable information to help contact center managers spot problems quickly and make changes that improve their ability to deliver superior service. Applications that support a richer understanding of customer behavior include speech analytics, customer interaction analytics, and quality assurance analytics. With the ability to easily track and understand customer issues, you can respond faster to customer problems and correct issues that lower customer satisfaction and negatively affect overall performance. Importantly, customer experience applications typically demonstrate a favorable short-term ROI.