Many businesses work hard to stay connected with their customers through advertising, loyalty programs, special events, surveys, and other activities. In doing so, they often overlook the value of the customer interaction data captured in their contact centers each day. Too often, this data is used solely to track internal performance metrics, which — while important — seldom provide insight into customer opinions and the overall customer experience.
This paper highlights the underlying technology and value of contact center analytics, including speech analytics, data analytics, and customer feedback surveys. These solutions can help centers mine customer interactions for actionable information on customer opinions, product and service issues, competitive intelligence, and more. By sharing this insight across the enterprise, contact centers can enhance the service they offer, more effectively drive revenue and contain costs, better coach and manage their staff, and deliver greater value to their parent organizations.