“The Inner Circle Guide to Customer Interaction Analytics”, the 4th edition of the definitive research into the use of contact centre analytics, is now available for free download.
The report shows customer experience and contact centre professionals:
– Who’s using analytics now, and which business issues are they solving with it?
– How the rise of real-time and AI-enabled analytics are changing the way contact centres work
– An assessment of 25 use cases of analytics, and how to measure return on investment
– The steps to initiate, implement and develop analytics successfully
– The effect of analytics on the customer experience.
The report is available in UK and US versions.
To download The Inner Circle Guide to Customer Interaction Analytics – Contact Centre – Click Here
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The coverage provided by our massive and ongoing primary research projects is matched by our experience analysing the contact centre industry. We understand how technology, people and process best fit together, and how they will work collectively in the future.
We help the biggest and most successful vendors develop their contact centre strategies and talk to the right prospects. We have shown the UK government how the contact centre industry will develop and change. We help contact centres compare themselves to their closest competitors so they can understand what they are doing well and what needs to improve.