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With the amount of competing services available, businesses need to focus efforts on maintaining consumer satisfaction and providing a superior customer experience. Proper application of analytics can lead to a proactive retention strategy. By looking at the customer’s past service usage, service performance, spending and other behavior patterns, these models can determine the likelihood of a customer wanting to terminate service sometime in the near future.

For an organization that offers multiple products, an analysis of existing customer behavior can lead to efficient cross sell of products. This directly leads to higher profitability per customer and strengthening of the customer relationship. These solutions can help analyze customers’ spending, usage and other behavior, and help cross-sell the right product at the right time.

Read the white papers below to find out more about Analytics.
Analytics

  • Proactive Contact - Striking Balance between Compliance and Productivity
    - Presented by ALI Solutions
     Balancing the constant demand for increasing customer contacts against the requirement to stay compliant with call and contact regulations is enough to keep even the most experienced call center managers up at night. Government regulations, technology changes and permissible use definitions change weekly, creating exposure and anxiety within many large outbound contact centers. Addressing the requirements of your corporate compliance officers and continuing to hit your contact goals gets more difficult every day.  Read More...
  • Contact Center Enterprise Analytics
    - Presented by Bay Bridge Decision Technologies
     Contact Center “Analytics” traditionally focus on tactical problem-solving but recent developments in modeling technologies have enabled a whole new class of enterprise-wide decision analytics. This paper discusses the concept of Enterprise Analytics, operational and financial risk analysis, and what an Enterprise Analytics process can do for your organization.  Read More...
  • How Are Your Partners Handling Your Customers
    - Presented by BBN Technologies
     Partners are vital to your success.  They provide expertise, flexibility and cost savings.  But, partners also reduce visibility and control of the customers’ experience.  New analytics restores transparency and strengthens partner relationships.
    In an ideal world, your partner’s goals would be perfectly aligned with your objectives.  The reality, however, is that your partners are distinct firms with their own financial goals and operational challenges.  While some may be more accommodating than others, can you really expect a partner to prioritize your business goals over their own?  The answer of course is no, and the result is that there will always be gaps between what you desire in terms of reporting and performance, and what your partner is willing (or able) to provide.      Read More...
  • How to Get More From Your Existing IVR: Reduce Call Volume and Increase Satisfaction
    - Presented by BBN Technologies
     Do more with less.  It’s not a cliché in this economy.  It’s a strategy for survival today - and greater profitability in the future.  More satisfaction.  Less calls.  How can you achieve both?  In most centers, the low hanging fruit is in your IVR.  In this white paper, you’ll learn how to get more value from your existing IVR system.  The key is to use a data-driven approach to pinpoint surgical changes that reduce IVR mis-routes and increase self-service.  Read More...
  • Integrating Caller Experience Management Into Your Contact Center Strategy
    - Presented by BBN Technologies
     Caller Experience Management is a new approach to managing voice customer contact.  It shifts the focus from optimizing agent labor to optimizing a much more precious commodity – the customer’s time.  By designing contact strategies that make good use of the customer’s time, call centers can reduce agent labor by 10-15% and reduce dis-satisfiers by 20% or more.  Learn whether Caller Experience Management should be part of your strategy, and the steps you can take to establish Caller Experience Management processes and teams.  Read More...
  • Using Business Intelligence to Transform Yourself into a Contact Center Hero
    - Presented by CallCopy
     Contact centers are the front line of customer interactions, and contain vast amounts of information. However, the challenge this presents is how to sift through all of this unstructured data to uncover the key pieces of business intelligence that can be benefit the organization. Today, speech and desktop analytics solutions are available to help identify areas for process improvements within the contact center. However, their full value is only truly realized when the business intelligence is shared beyond the confines of the contact center to all parts of the organization.  Read More...
  • Accelerating Contact Center Quality Assurance and Performance Optimization with Screen Analytics
    - Presented by DMG and VPI
     Authored by premier analyst firm DMG Consulting. Compliments of VPI

    Learn How to Take Your Contact Center to the Next Level with Powerful and Surprisingly Cost-Effective Screen Analytics. As the economy starts to recover, contact centers are being asked to continue to reduce their operating expenses while further optimizing the customer experience - without making major resource investments. Desktop screen analytics is a new, practical, easy-to-implement solution to this challenge. Enterprise and contact center managers who want to rapidly and cost effectively identify insights about business processes, Quality Assurance, customer needs and agent performance issues should seriously consider screen analytics.

    This white paper offers valuable insights and advice that can help your organization survive and thrive in the year ahead!      Read More...
  • Analytics Is Transforming Quality Assessment and Monitoring
    - Presented by Enkata
     By Richard Snow, Research Analyst, Ventana Research This white paper examines the impact of emerging analytics applications on the Quality Monitoring processes currently deployed within companies. The paper explores the impact and role of speech analytics, agent performance analytics, desktop and text analytics on quality assessment and monitoring.  Read More...
  • Contact Center’s Latest Effectiveness Tool – Desktop Analytics
    - Presented by Enkata
     Most call centers have limited visibility into what agents are doing on every call and the impact of those actions on the bottom line. Now, contact centers are the newest beneficiary of emerging desktop analytics solutions. These solutions give managers a cost-effective tool for providing full transparency into 100% of agent transactions in order to evaluate performance, identify issues and fix the identified problems of their agents and systems.  Read More...
  • Desktop Analytics-Mining for Gold on the Agent Desktop
    - Presented by Enkata
     In Desktop Analytics: Mining for Gold on the Agent Desktop, Paul Stockford of Saddletree Research explores how agent desktop activity can help you identify why your best agents are your best so you can share these best practices for immediate performance gains. You'll learn:

    * Why current approaches have not been able to paint an accurate picture of performance
    * How agent desktop activity can provide a gold mine of data to uncover hidden productivity issues that drive handle time and hurt your bottom line
    * How analyzing data from agent desktops can also expose system problems that effect productivity      Read More...
  • Home Based Agents -- Desktop Analytics Brings Performance into Focus
    - Presented by Enkata
     This white paper, from Ventana Research, provides insights and practical recommendations. Benchmark research highlights desktop analytics as an emerging choice for identifying best performing home agents, best practices, and home agents who need coaching. The paper discusses desktop analytics applications for monitoring home agent activity at the point of customer contact – the desktop.  Read More...
  • Mining for Gold on the Agent Desktop
    - Presented by Enkata
     By SaddleTree Research

    You have invested in speech analytics, coaching, training and quality monitoring programs, yet your best agents still outperform your average agents by 20-50%. Why? Learn more from the feature paper: “Enkata Desktop Analytics: Mining for Gold on the Agent Desktop” in which Paul Stockford of Saddletree Research explores how agent desktop activity can identify best practices for immediate performance gains.      Read More...
  • The Five Fundamentals of a Successful FCR Program
    - Presented by Enkata
     Industry analysts agree that First Contact Resolution (FCR) is the only true metric that delivers a clear measurement of organizational effectiveness and customer satisfaction. Improving your FCR can reduce costs and increase customer satisfaction, which in turn boosts customer retention and upsell opportunities.

    At the same time, a successful FCR program goes beyond the metric. Refocusing your efforts on resolving customer issues in one contact will likely cause a fundamental shift in the way your service organization operates. Download this white paper to learn the five fundamentals that help build and support a thriving FCR program.      Read More...
  • Why are They Calling? The New Approach to Answering the Age-old Question of Customer Behavior
    - Presented by Enkata
     Why are your customers calling? If you don’t really know, you are not alone. Even those contact centers who think they know are using methods that are unreliable and ineffective at driving real change. This lack of clarity is costing you more than you think. From the 2-4 seconds agents spend to inaccurately tag a call reason, to the unnecessary minutes wasted by customers calling a second or third time, you’re wasting time, money and ultimately a chance to build customer loyalty.

    Download “Why are They Calling? The New Approach to Answering the Age-old Question of Customer Behavior” to read about leveraging technology to accurately and cost-effectively identify customer behavior to drive peak-performance and lower operating costs.      Read More...
  • Building a Great Customer Experience: How to Foster Intimacy and Create Value Using Self Service
    - Presented by Genesys
     By Vanguard Communications; Sponsored by Genesys
    Customer intimate contact centers engage customers, enabling companies to achieve higher levels of customer loyalty. And as enterprises strive for greater customer intimacy through personalized service, customer based sales and proactive outreach, the role of the contact center and self service change dramatically.
    This white paper examines what it takes to create a customer intimate contact center.  It examines ways that speech technologies and other self service can be used to combine high tech and high touch customer service and includes real life examples of successful, customer intimate applications and the critical steps you an take to engage and not alienate customers.      Read More...
  • A Super Agent At Every Station
    - Presented by NICE Systems

    Turning Analytics into Business Impact at The Moment of Truth 

    How can you impact every customer interaction in real-time so that it will generate more value – for both you and your customer?  How can you harness intelligent insights about your customers to guide and help your agents at the moment of truth?  

    This white paper discusses how advanced solutions that integrate cross-channel interaction analytics with real-time impact tools into a closed-loop process are an innovative answer to these challenges.  It describes how cross-channel interaction analytics applications and real-time impact tools (such as agent guidance and automation) work, and the benefits of each of them individually.  It then shows how each complements the other so that a solution that integrates the two solutions generates more business value than the sum of each of them separately.   With such integrated solutions, you can provide the best answer to any customer issue, improve customer satisfaction, and sell more, while reducing operating costs and ensuring compliance.

      Read More...
  • Customer Dynamics—Creating Value from Chaos
    - Presented by NICE Systems
     Businesses interact with customers in a myriad of ways—on the phone, by email, in chat sessions, through self-service and even social media. It’s a multifaceted, constantly changing web of communications. Within this maze of interactions, Customer Dynamics unfolds. Customer Dynamics describes the continuous exchange of information and commerce that occurs between customers and businesses. It’s complex, complicated and chaotic. But Customer Dynamics is ripe with opportunities to forge strong customer bonds, maximize profitability and create lasting competitive differentiation.  Read More...
  • Impact Every Customer Interaction
    - Presented by NICE Systems
     In this paper, you’ll learn how the principles of our past are propelling organizations to meet customer intent and make a true impact on each and every interaction – across all channels. Peppers & Rogers explain what it takes for contact centers to take a real-time and holistic approach to using advanced analytics.  Read More...
  • Beyond the Tyranny of the Spreadmart - Business Intelligence in the Contact Center
    - Presented by Symmetrics Business Intelligence
     Sound structure determines utility and value -- it’s a hard lesson that many contact center analysts, managers and executives are now learning when it comes to reporting and analysis of data in today’s multi-system, multi-channel and multi-vendor contact centers. Many are wrestling with — and yet still perpetually building — an unwieldy structure called the spreadmart, an ever-expanding collection of spreadsheets doing the job of a data warehouse or a data mart. The spreadmart is always under construction, but because it has no blueprint or coherent underlying architecture, it’s essentially worthless in the long run.  Read More...
  • Drawing Your Roadmap for Better Contact Center Reporting and Analysis
    - Presented by Symmetrics Business Intelligence
     The modern contact center is no longer a single monolith of voice technology – it’s an ever-evolving, multi-vendor assembly of different systems and applications that track and measure many dimensions of the customer experience. While some of these individual systems feature basic reports on their particular “silo” of data, managers are under increasing pressure to understand how the contact center as a whole is performing – which usually entails playing a migraine-inducing game of mix-and-match with data that doesn’t play well with other data.  Read More...
  • Leveraging Speech Analytics for Business Value
    - Presented by UTOPY
     In the world of Contact Center Performance Optimization and Voice of the Customer solutions, Speech Analytics is still a newcomer. It has often been thought of as a nice addition to an existing recording system or a word-spotting technology that might find something interesting if driven by a skilled analyst with some luck. Unfortunately, the true business value of Speech Analytics is often lost in a jumble of marketing buzzwords and confusing technology.  Read More...
  • Fundamentals - Contact Center Analytics
    - Presented by Verint® Systems
     Although many businesses work hard to connect with customers through advertising, loyalty programs, and other activities, they often overlook the value of the vast customer interaction data captured in their contact centers each and every day. This paper profiles how contact center analytics—speech analytics, data analytics, and customer feedback surveys—can help your center and broader enterprise mine customer interactions for actionable intelligence.  Read More...
  • Fundamentals of Contact Center Analytics
    - Presented by Verint® Systems
     Many businesses work hard to stay connected with their customers through advertising, loyalty programs, surveys, and other activities. In doing so, they often overlook the value of the customer interaction data captured in their contact centers. This paper highlights the underlying technology and value of contact center analytics, including speech analytics, data analytics, and customer feedback surveys. These solutions can help centers mine customer interactions for actionable information on customer opinions, product and service issues, competitive intelligence, and more.  Read More...
  • Complimentary Resource Guide: Mastering First Contact Resolution with Analytics
    - Presented by VPI
     Looking for a Better Way to Measure and Improve FCR? No other contact center measure has as much impact on enterprise performance as First Contact Resolution (FCR). Improved FCR rates often result in significantly reduced operating costs, increased opportunities to sell, and improved employee and customer satisfaction and loyalty. But as many have found, FCR isn't always so easy to track and improve. The good news is that new, affordable analytics tools are making the quest for FCR much easier.  Read More...
  • Transitioning from Old QA to New Analytics-Enabled Quality Assurance
    - Presented by VPI and DMG Consulting
     Authored by leading analyst firm DMG Consulting. Compliments of VPI
    Want More Value from Your Call Quality Monitoring Program? The Quality Assurance (QA) process for most contact centers has been a cumbersome undertaking for three decades. Now, there is a better way - the next generation of QA solutions is here. Utilizing workflow automation and analytics, they can reduce the manual steps required by 60 to 80 percent while uncovering more valuable operational and customer insights than ever before.      Read More...
  • Using Business Optimization Analytics to Solve Your Critical Contact Center Issues Faster
    - Presented by VPI and Saddletree
     Want to More Rapidly Identify and Resolve Your Critical Contact Center and Business Issues?

    Given the high number of activities and volume of data collected in contact centers today, getting to the root cause of problems and taking corrective actions can often be a daunting task. More specific to business content than performance analytics and less expensive and easier to implement and manage than speech analytics, Business Optimization Analytics is the latest innovation in technologies for the monitoring and improvement of contact center operations, business performance, and customer experience.      Read More...