TITLE

Analytics Is the Answer

AUTHOR(S)
Fluss, Donna
PUB. DATE
May 2007
SOURCE
CRM Magazine;May2007, Vol. 11 Issue 5, p48
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article discusses how contact centers could generate revenue. The author states that chief executive officers (CEO) will utilize self-service technologies to operate contact center activities well and will remove most of the remaining functions. She says that contact center managers must alter their goals, culture, methods and mind-sets to change the role of the contact center. Applications that could be used by contact centers are discussed, including speech analytics and quality scores.
ACCESSION #
24965583

 

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