Using BI to Transform Yourself into a Contact Center Hero
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Contact centers are the front line of customer interactions, and contain vast amounts of information. However, the challenge this presents is how to sift through all of this unstructured data to uncover the key pieces of business intelligence that can be benefit the organization.
Today, speech and desktop analytics solutions are available to help identify areas for process improvements within the contact center. However, their full value is only truly realized when the business intelligence is shared beyond the confines of the contact center to all parts of the organization.
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