Voices of CRM

Feb 23 2011   2:56PM GMT

Richard Snow on contact center analytics

Barney Beal Barney Beal Profile: Barney Beal

Richard Snow

Richard Snow

Call centers have long been concerned with average handle times and occupancy, but the recent emphasis on retention and loyalty building have made customer experience management an imperative. Today, call centers must optimize the process and technology required to deliver an excellent customer service experience — but tight budgets and limited resources can make this a serious challenge.

 In this podcast, appropriate for call center professionals, Richard Snow, contact center analyst with Ventana Research, explains the benchmarking research he’s done on analytics in the contact center, how (and if) call centers have adapted the way they measure performance and how social networks are fitting in.

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