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New Research Finds Top Performing Companies are Enabling Operational Intelligence in the Contact Center

By Anil Sharma, TMCnet Contributor
October 27, 2010

A new research has found that top performing companies are enabling operational intelligence in the contact center. Aberdeen Group in its paper, "Unlocking Business Intelligence in the Contact Center," noted that performance improvement opportunities are often locked in the potential business intelligence that can be mined from both unstructured data and structured transactional data collected in call center and CRM applications.

The study reveals that through operational intelligence, contact center agents can understand metrics such as customer satisfaction, first call resolution, SLA compliance, and customer churn/customer retention -- and subsequently act on that information in a more timely manner.

The research report delivers 26 pages of hard-hitting facts based on responses from over 70 companies, and investigates the steps top performing companies have taken to use operational intelligence to improve their contact center.

According to the study, the strategies top performing companies use to meet their performance management requirements.

Aberdeen's (News - Alert) research found that Sixty-two percent of top performing respondents to the study apply call center intelligence to customer communications and fifty percent of the top performing respondents to the study are enabling operational business intelligence.

"Speech analytics provides a deeper variation in the data and better understanding of what is actually driving repeat calls. How can the contact center agent reduce repeat callers and increase first call resolution? The answers to these questions are well aligned with the deployment of a speech analytics solution," said Gaurav Patil, research analyst and author of the study, in a statement.

Patil said that utilization of speech analytics in the contact center can better serve the agents to help identify the gender of the speaker, the emotional character of the speaker, the topics being discussed by the caller, or whether the caller asked a question or made a statement during the conversation with the agent.

Anil Sharma is a contributing editor for TMCnet. To read more of his articles, please visit his columnist page.

Edited by Juliana Kenny