“The Inner Circle Guide to Customer Interaction Analytics (5th edition)” is based on surveys with over 400 UK & US organisations.
Each Inner Circle Guide is available for the US and UK.
The Inner Circle Guides are a series of analyst reports investigating key customer contact solutions and business issues. The Guides aim to give a detailed and definitive view of the reality of the implementing and using technologies, how best to address these issues, and a view on what the future holds.
Customer interaction analytics solutions offer huge opportunities to gain business insight, improve operational efficiency and develop agent performance. In fact, the list of potential applications for this technology is so high that businesses could be forgiven for being confused about how to target and quantify the potential business gains.
Interaction analytics can be used in many different ways to address various business issues. This is an advantage – it is hugely flexible – but it can also make its message to the market more complicated. However, depending upon how interaction analytics is used, it can assist in:
The science of interaction analytics is yet at its zenith. Significant improvements are still being made to the accuracy and speed of the speech engines, the sophistication of analytical capabilities, the integration of various data inputs and the usability of reporting.
Recently, the integration of sophisticated AI and machine learning capabilities within the analytics solutions offers the chance to take analytics far beyond what was imagined a few years ago.
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The Use Cases of Analytics
Inhibitors to Analytics
Types of Interaction Analytics
Current and Future Use of Analytics
Implementing Interaction Analytics
The Future of Analytics
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