Five Ways Contact Centers Use Analytics to Make Smarter Business Decisions

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Determine Customers' Purchasing Propensity

A customer's preference for specific products and services is affected by demographic attributes such as age, gender, income and location, and is often indicated by past behaviors. After collecting and tracking customer data, contact center managers can use analytics to determine which products and services a customer would be most interested in. Businesses should provide agents with this customer information, and train them how to offer callers the specific solutions that they will be most open to hear about and likely to purchase.

It's no secret that Big Data is having a positive impact on the contact center industry. And as businesses are faced with growing amounts of data on everything from the effectiveness of their marketing strategy to individual customer preferences, it is important to identify the right systems to make use of this information.

In today's Big Data age, businesses are increasingly turning to analytics as the means by which to make smarter business decisions from the data at their fingertips. In fact, a recent study found that top-performing organizations are using analytics five times more than lower performers. This is a true testament to the power businesses can unlock from great analytics.

While most organizations can agree on the burgeoning need for analytics products in the contact center, there is still some debate around how to best use these solutions to improve business outcomes. Arnab Mishra, senior vice president of products and solutions at Transera, a cloud contact center analytics provider, shares the top five ways that contact centers can utilize analytics to make better business decisions.


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