Heightened customer expectations, greater compliance requirements and the transition of simpler tasks to automation have all combined to make the contact centre advisor’s role increasingly complex. All this at a time when the need to deliver seamless customer journeys at scale has never been more important.
That’s why today’s advisors need all the help that they can get. Contact centre analytics solutions that are used to provide a broad range of business intelligence and hidden insights can play a key role in providing this support. In this CCMA Good Practice Guide, we will examine the key role that analytics can play in supporting contact centre advisors. We will look at how different analytics approaches can combine to enable agents to deliver a consistently high-quality customer experience, while also enhancing employee engagement.