Moderated By: Ted Lubowsky, Managing Director, DMG Consulting
Participating Companies: Avoke/BBN, NICE Systems, Portrait Software, Verint® Witness Actionable Solutions™
On Demand: Live Date: February 2009
Analytics is one of the more powerful tools for enterprise and contact centers. Utilized properly, analytics can provide better understanding of your customers, their customer experience, competitive pressures, and ways to improve customer service. Analytics can also be utilized to improve call center productivity, optimize processes, and to enhance agent effectiveness.
Analytical applications have the ability to provide critical insights into customer needs, behavior, and contact center and enterprise delivery. Analytical solutions also provide a bridge between the contact center and enterprise departments, such as sales, marketing, product development and the executive suite This debate reveals the key ways in which various types of analytical applications are contributing to increased customer centricity, a better customer experience, improved loyalty and retention.
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