Our new world of multifaceted customer communications is driven by moments of interaction with the brand, often called moments of truth. Today’s call center analytics put companies in a position to manage these moments. Analytics that are specific to the call center include desktop analytics, event stream analytics, speech analytics, text analytics, cross-channel analytics and predictive...
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Topics: Customer Engagement, Customer Experience, customer life cycle, call center analytics, capacity utilization, Operational Performance, Business Analytics, Business Intelligence, Customer & Contact Center, Workforce Performance, Call Center, Workforce Analytics, NPS
