Analytics is one of the more versatile and powerful innovations that has become available to contact centers. Today interaction analytics is being used to reduce call times and raise agent productivity and increase revenues from sales and collections operations. It is also used to improve adherence to best practices, improve documentation and compliance with TCPA (Telephone Consumer Protection Act), FDCPA (Fair Debt Collection Practices Act) and other regulations, optimize the customer journey across all contact channels and touchpoints, and provide a more efficient, satisfying, targeted and optimized customer experience.
If you see a business contact for the first time in months and they appear not to be interested in what yo...
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