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