Call Center Week Wrap-Up: The Ascension of Analytics

Another Call Center Week has come and gone, and once again Monet was proud to attend, to interact with industry professionals, and to provide demos of our advanced software solutions that improve contact center efficiency.

Beyond the opportunity to network and catch up with old friends, the days we spent in Las Vegas also provided insight into one topic that emerged as the most talked-about, by both the event’s speakers and attendees mingling on the convention floor: Analytics.

We have talked about analytics in previous blogs, and no doubt other companies have as well. At Call Center Week, the opportunity was there to move beyond discussion and actually watch how analytic solutions function. Seeing is believing, as they say, and demos to Monet’s analytics directly addressed the theme of this year’s event: “From Personalizing to Predicting the Needs of the Customer.”

Contact center professionals that visited our booths were able to discover first-hand how Monet could help them achieve a more personalized customer experience, and gain additional insights through analytics that helped maximize the effectiveness of every customer engagement.

At this point there isn’t any debate about the benefits of analytics: any hesitancy about adding these capabilities came mostly from smaller call centers that were concerned about the cost, or worried that so much additional data might be confusing to collect and decipher. 

We explained to these company reps how our analytics solutions are incorporated into a workforce optimization suite. This way, it’s easier to place the information in an appropriate context, so it yields the type of intelligent insight that helps companies improve service quality and save money.

At a time when customers have become more demanding given the technology options available, contact centers need every tool they can find to meet these demands, and even to anticipate them when possible. That is one of the advantages analytics provides.

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