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How Interaction Analytics Improves Contact Centre Efficiency eBook

March 21, 2018

There have been many metrics and real-world results presented in this guide. Perhaps the most important is the 20.2 times more productivity improvement that agents in intelligent contact centres average compared to others. Interaction analytics is a key enabling technology that contributes to higher efficiency, quality and other improvements.

With the proper technology, you don’t have to trade quality to improve efficiency. More data supports that point – here are some other operational and competitive advantages that Aberdeen Research documented for intelligent contact centers:

  • Greater annual increase in customer lifetime value
  • Greater annual improvement in customer effort score
  • Greater annual increase in average customer profit margin
  • Greater annual increase in employee engagement rate
  • Greater annual increase in customer retention rate
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