Contact Center Analytics Benchmark Research Shows Demand for More Timely, Actionable Insights

Think contact center analytics may improve your operations and customer experience?

The latest research indicates it can – and will.  

Today’s toughening business landscape dictates that contact centers revamp their goals, processes and performance measures to improve the profitability of customer interactions.  This requires strong leadership and a clear view of the path to progress.  Both can be profoundly supported by contact center analytics technology that captures performance data and generates the metrics needed to drive improvement.

This major research on Contact Center Analytics, the latest from leading business technology research firm Ventana Research, analyzed input from hundreds of organizations around the world to assess the maturity and direction of their efforts. Ventana Research undertook this benchmark research to acquire real-world information about maturity, trends and best practices in how contact centers use analytics. It explores how they do this now, how their people feel about the current processes and tools, plans they have to change or improve them, and benefits they hope to gain by doing so.

"Organizations are advancing in their ability to apply analytics to improve both the operations of the contact center and its contributions to the organization's performance, but there is substantial room for improvement," said Richard Snow, VP of Ventana Research and head of its Customer and Contact Center Research practice. "This benchmark research shows that companies can still do more to improve the way they provide efficiency metrics and that most have yet to devise effectiveness metrics. It indicates that a narrow focus on cost is obstructing improvement in customer service and the customer experience. Moreover, the research makes clear that the timeliness of both metrics and the underlying data is increasingly an issue for companies."

Download your complimentary copy of the Contact Center Analytics Benchmark Research executive summary to learn about:

• Today's most commonly measured contact center metrics.
• How leading contact centers are using contact center analytics today.
• 15 strategic recommendations and best practices for use of contact center analytics.
• How contact center executives, managers and front-line employees feel about their current processes and tools, the plans they have to change or improve them and expected benefits.