Whitepaper

Drive Better Business Outcomes with Contact Center Analytics


Harness the power of contact center data for a better CX

Contact Center analytics whitepaper cover image

Learn the four-pillar framework for making sense of mutiple types and sources of customer data

Today’s contact centers are grappling with rising customer expectations, complex outdated systems, and labor quality erosion.

As businesses ramp up their commitment to create compelling customer experiences, they increasingly depend on real-time insights to drive tangible business outcomes that deliver a better, smarter, and frictionless CX.

Through industry research and first-hand experiences with clients, HGS has defined a comprehensive framework for delivering analytics for contact centers. The framework provides a step-by-step approach for customer service organizations to implement analytics rapidly and at scale.

In this whitepaper, get food for thought about the value and elements of operational analytics, CX analytics, voice of the customer/automated QA data, and custom insights leveraging predictive models.

Inside the whitepaper

  • A summary of common challenges facing contact centers that explain the need for analytics
  • A comprehensive explanation of the content center analytics framework that HGS uses with well-known client brands
  • Key benefits of leveraging operational, CX, voice of the customer, interaction, and predictive analytics
  • 7 considerations when evaluating a contact center analytics vendor and a solution of your own

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