Analytics: The Secret in Improving Contact Center KPIs

January 23, 2019 / GuidesFor Team

“It might be impossible to please all your customers, but the rise in data analytics may play a key role in helping contact centers find a happy medium between customer satisfaction and cost of service,” IT Toolbox reports.  Interactive voice response (IVR) automation theoretically reduces the cost of service. Majority of clients usually use IVT. The problem lies is that most issues and concerns are not resolved. Thus, there is still the need to have live agents to provide solutions to concerns that clients bring. Read on for more. ~ Lornajane Altura 

Read the source article at IT Communities

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