Home > Marketing Communcations & CRM > Top Performing Companies Are Enabling Operational Intelligence in the Contact Center

Top Performing Companies Are Enabling Operational Intelligence in the Contact Center

October 21, 2010 Leave a comment Go to comments

New research has found that top performing companies are enabling operational intelligence in the contact center.

The paper, “Unlocking Business Intelligence in the Contact Center,” by Aberdeen Group, a Harte-Hanks company, reveals that through operational intelligence, contact center agents can understand metrics such as customer satisfaction, first call resolution, SLA compliance, and customer churn/customer retention — and subsequently act on that information in a more timely manner.

Officials with Aberdeen Group said that the research report delivers 26 pages of hard-hitting facts based on responses from over 70 companies, and investigates the steps top performing companies have taken to use operational intelligence to improve their contact center.

The report reveals the strategies top performing companies use to meet their performance management requirements.

Company officials said that Aberdeen’s research found that while 62 percent of top performing respondents to the study apply call center intelligence to customer communications, fifty percent of the top performing respondents to the study are enabling operational business intelligence.

“Speech analytics provides a deeper variation in the data and better understanding of what is actually driving repeat calls. How can the contact center agent reduce repeat callers and increase first call resolution? The answers to these questions are well aligned with the deployment of a speech analytics solution,” said Gaurav Patil, research analyst and author of the study, in a statement.

Patil said that utilization of speech analytics in the contact center can better serve the agents to help identify the gender of the speaker, the emotional character of the speaker, the topics being discussed by the caller, or whether the caller asked a question or made a statement during the conversation with the agent.

According to company officials, Aberdeen provides fact-based research and market intelligence that delivers demonstrable results.

Having studied more than 30,000 companies in the past two years, Aberdeen educates users to action by driving market awareness, creating demand, enabling sales, and delivering meaningful return-on-investment analysis.

  1. November 16, 2010 at 10:03 AM


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