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Using ACD? Here's How To Make the Best of Your Collected Data

By TMCnet Staff

It seems to be the buzz-phrase of the moment, but “Customer Analytics” is gaining traction because it’s something that actually works.

That’s the gist of the idea behind a new, free online reference piece, “The Inner Circle Guide to Customer Contact Analytics.” Published by ContactBabel (News - Alert) and call center leader inContact, the guide offers valuable recommendations for using speech, desktop and text analytics to improve agent performance and to help elevate the customer experience.

“Most contact center solutions have a specific, easily communicated reason for purchase, usually around cost savings,” says an introduction to the guide. “The most popular and widespread solutions, such as IVR, workforce management, CTI (News - Alert) and outbound dialing, have all had a clear and quantifiable route to cost savings and improved efficiency. [But] Customer contact analytics has a different appeal to contact centers, and can be used in many different ways to address various business issues. This is an advantage -- it is hugely flexible -- but it can also make its message to the market more complicated, and to the cynical, it can seem as though analytics is claiming to solve every problem that a contact center could possibly have.”

Still there are benefits to knowing your way around this nascent technology.

The guide is aimed at contact center managers and executives who need a detailed and objective view. It provides “…a detailed and realistic analysis of the benefits of customer contact analytics, as well as the technology, implementation and usage best practices, ROI model building, expected results and the market landscape,” the publishers note.

Among the many benefits contained in the free download, readers will learn:

• How to use analytics to solve known problems, as well as the more strategic, long-term uses;
• How to build a business case for analytics, including estimating ROI;
• Best practices for the implementation and use of analytics; and
• The market landscape, technology, and future directions for analytics.

If that sounds like information your business can use, the guide is available for free download HERE. At nearly 75 pages, its comprehensive insights are sure to contain something of interest to all.