These analytic systems are concerned with the prediction of future contact center probabilities and trends. The central element of the system is the predictor, a variable that can be measured for an individual or other entity to predict future behavior.
Multiple predictors are combined into a model, which, when subjected to analysis, can be used to forecast future probabilities with an acceptable level of reliability. Data is collected, a statistical model is formulated, predictions are made and the model is validated (or revised) as additional data becomes available. The results are applied to many research areas, including meteorology, security, genetics, economics, and marketing.
Call centers use these programs to analyze their data, combining information on what has occurred in the past, present events, and projected future actions. Then they’re using the insight that they gain from this analysis to direct, optimize, and automate their decision making.