Five Ways Contact Centers Use Analytics to Make Smarter Business Decisions

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Understand and Capitalize on Consumer Trends

Your customer base provides you with a useful snapshot of your market as a whole, and what both current and potential customers want. By analyzing contact center calls for the needs and requests made by your customers, you can tailor products and services to what would interest a larger customer pool. Historical data from customer-agent interactions, for example, might reveal indicators of what products customers are looking for but not finding, so businesses can develop product lines that will bring in the most profits.

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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