In order for your company to take advantage of the wealth of customer data at your disposal, you need to be sure you’re capturing customer data across all touchpoints (telephone, email, web chat, social media, etc.).
But the question is: How?
If you’re scratching your head and asking yourself “What should I look for in an interaction analytics application?” it may help to learn about some of the most important analytics features that can help you improve agent performance and drive better organizational outcomes.
Look for the following when evaluating interaction analytics solutions:
- Automatic analysis of customer contacts
- Supervisor & agent portals
- Report generation & analysis
[FULL BLOG POST]
This post originally appeared on CallMiner.