Next Gen Analytics for the Contact Center

Research shows that 62 percent of U.S. consumers have switched brands in the last year due to poor customer service. Many of these negative experiences are a result of channel breakdowns, which occur when customer information isn’t effectively transferred within an organization. This breakdown often leads to frustration as customers are forced to input the same information over and over again. The white paper, "Next Gen Analytics for the Contact Center," uncovers six ways that analytics can help contact center leaders create a superior customer experience across various channels. Learn how:

• Analytics can help create a consistent customer experience across various interaction touchpoints
• Poor customer experiences and channel breakdowns can impact churn and revenue
• Technology-enabled analytics can help guide organizational decision making