“The Inner Circle Guide to Customer Interaction Analytics” is based on surveys with over 400 UK & US organisations. It was updated in November 2024.

 

Each Inner Circle Guide is available for the US and UK. 

 

Customer interaction analytics solutions offer huge opportunities to gain business insight, improve operational efficiency and develop agent performance.

 

Interaction analytics can be used in many different ways to address various business issues, assisting in:

  • agent improvement and quality assurance
  • business process optimization
  • avoidance of litigation and fines
  • customer satisfaction and experience improvements
  • increases in revenue and profitability
  • improvements in contact center operational performance, and cost reduction.

Recently, the integration of sophisticated AI and machine learning capabilities within the analytics solutions offers the chance to take analytics far beyond what was imagined a few years ago.

 

 

Report contents

 

The Use Cases of Analytics

  • Improving Customer Experience
  • Improving Efficiency and Decreasing Cost
  • Increasing Revenue
  • Reducing Risk
  • Improving Quality
  • Increasing Business Insight

Inhibitors to Analytics

 

Types of Interaction Analytics

  • Speech Analytics
  • Historical / Post-call Speech Analytics
  • Real-Time Speech Analytics / Conversational Analytics
  • Sentiment Detection & Analytics
  • Text Analytics
  • Predictive Analytics & the Role of AI
  • Desktop Analytics
  • Back-Office Analytics
  • Customer Journey Analytics and its Effect on Omnichannel
  • Voice of the Customer Analytics

Current and Future Use of Analytics

  • Technology penetration rates by vertical market and contact center size
  • Usefulness of Analytics for Improving CX
  • Focus of Analytics Improvements

Implementing Interaction Analytics

  • Pre-Implementation
  • Initiators and the Project Champion
  • Cloud or Premise?
  • The Growth of Analytics in the Cloud
  • Implementation
  • Proof of Concept and Soft-Start Implementation
  • Multi-Vendor Environments
  • Measuring ROI
  • Developing the Use of Analytics
  • Resourcing Analytics Applications
  • Other Considerations
  • Key Terminology
  • Accuracy, Language and Dialects

The Future of Analytics

 

 

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