September 10, 2010 – The use of analytics at call centers has not matured quickly enough, as companies often lag behind in use of data to better customer relations and formulate business actions, according to new research from Ventana.
Efficiency with call center call-handling time was the most important process metric of the 273 respondants – primarily in North America and split between company size categories – involved in the online research to gauge analytics use and concerns. Focuses on first-contact resolution and awareness of customer satisfaction ranked as subsequent concerns, though were not always connected to company analytics use, the study stated.
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