How Analytics Technology is Changing the Contact Center
SEPTEMBER 21, 2016
The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. Despite this big talk, most organizations are doing a terrible job of extracting business value from their contact centers. contact centers racked up more than 200 billion minutes of inbound calling.