[White Paper] Frost & Sullivan: The Analytics-Driven Contact Center


There is no question that agent satisfaction and customer satisfaction are important factors. Many organizations are beginning to understand just how interdependent these metrics are on one another.  Analytics can serve as a bridge to not only understand but also improve both agent and customer satisfaction 

Analytics can help agents be more productive. Here are just a few examples: 

  • Run more accurate staffing forecasts that put the right agents in the right place at the right time to effectively manage customer traffic 
  • Reduce average handling time (AHT) by providing agents with historical customer interaction data 
  • Enable predictive routing based on contact center forecasting 
  • Distinguish and reward high-performing agents based on KPIs and performance scores 
  • Create more effective training from customer case studies that use structured customer data and customer interaction recordings

Analytics can help you provide customers with better experiences. Here are a few ways:  

  • Apply data about specific interactions to future customer calls and touchpoints 
  • Analyze customer behavioral traits and thought patterns to anticipate and solve potential roadblocks 
  • Tailor products and services to customers-based preference data and spending patterns 
  • Increase accessibility of preferred interaction channels in response to higher usage trends 
  • Build, retain and nurture a stronger customer base through customer journey analytics 

Learn more about how analytics can improve your contact center. Download the white paper Frost & Sullivan: The Analytics-Driven Contact Center 2019. 

Chris O'Brien