Using Business Intelligence Improves Contact Center Performance
Updated · Oct 25, 2010
New research, conducted by Aberdeen Group and underwritten by CallCopy, reveals opportunities for improving contact center performance by leveraging business intelligence. According to the research highlights noted in this Market Wire report, the success can be found in mining both unstructured data (such as call recordings, call notes and other ad hoc interactions) and structured data collected via contact center and CRM software.
“Backed by extensive input from more than 70 companies, the 26-page report investigates the actions taken by top-performing companies to improve their contact center through the use of operational intelligence. Among the many key findings in the report, research reveals that 62 percent of top-performing respondents apply call center intelligence to customer communications, while 50 percent of top-performing respondents enable operational business intelligence.
“The report notes that call recordings are a goldmine of information, but additional tools are needed to uncover the full intelligence contained within them. ‘Speech analytics provides a deeper variation in the data and better understanding of what is actually driving repeat calls,’ said Gaurav Patil, research analyst at Aberdeen Group, and author of the study. ‘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.'”