Five Ways Contact Centers Use Analytics to Make Smarter Business Decisions

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Identify Priority Areas for Agent Training

Contact centers assign agents skills based on criteria that are sometimes objective and sometimes subjective. But they could score agents for different tasks by looking at the business outcomes of their customer interactions over an extended period and statistically analyzing their performance. This will reveal the agent's indisputable real-world strengths and weaknesses, and will help the contact center prioritize routing of calls to the agent best suited to handling each issue. However, agents will sometimes have to deal with calls in areas where they are not as strong, especially in times of company crises. Therefore, analysis of agent weakness is critical, so businesses can identify where to increase agent trainings. After all, in the end, it is all about how well each agent serves each customer.

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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