How to Boost Contact Center Efficiencies with Customer Experience Analytics.
Customer Experience Analytics can provide contact centers with a significant advantage in the quest for efficiency optimization, although they are often overlooked by contact center leaders as being for the benefit of other departments.
The most comprehensive CX Analytics solutions merge speech and text analysis with the metadata elements needed to manage efficiencies: handle time, talk time, transfers, etc. Low performing agents and their calls can be identified in seconds, and the ability to pivot to speech analysis exposes specific areas that require further coaching and training.
This paper explains why cross-channel analysis is critical to understanding the customer experience, and outlines the relative value of the most common and high-volume channels.