 | In April and May of 2012, Aberdeen surveyed 138 end-user organizations on their contact center analytics initiatives, and the findings from this research show that contact centers are struggling with operational inefficiencies resulting in increased costs and lack of insight into customer needs and wants. Deploying contact center analytics initiatives and adopting best practices such as aligning contact center activities and goals with broader enterprise-level efforts help organizations reduce their operational costs year-over-year. This Aberdeen Analyst Insight will reveal the building blocks of Best-in-Class contact center analytics efforts, and will demonstrate the unique business value of these initiatives. It will also provide practical guidelines on successfully incorporating these best practices within existing contact center activities. Request Free! |
