Wednesday, 27 February 2013 09:04

Real-Time Analytics: Redefining Contact Center Efficiency

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Real-time analytics is one of the top 5 mega-trends that will impact the contact center industry in 2013. These trends, identified in a recently published Saddletree Research report, are determined by research conducted among a statistically significant population of contact center executives. We asked these respondents for their attitudes, opinions and intentions regarding various industry trends, issues, technologies, and opportunities in 2013. Real-time analytics is top-of-mind among customer service professionals.

In this podcast Paul is joined by Larry Skrowronek of Nexidia to discuss the factors that are driving the demand for real-time analytics solutions in the contact center. Specifically addressed are the way real-time analytics are impacting such industry segments as collections, communications and the management of at-home agents.

 

 

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