Archived Content

White Paper: 30 ways to use analytics

Published On: 4th Sep 2013 10:14 - Modified: 30th Oct 2017

Nexidia have released a new White Paper called “30 ways to use analytics”.

The White Paper focuses on 3 main areas: performance and quality, continuous improvement and process change, and voice of the customer and marketing applications.

Performance and quality

Targeted training
Developing a more customer-focused approach
Monitoring 100% of your calls

Continuous improvement and process change

Categorising call types
Identifying interactions that could be avoided
Adopting cross-channel analytics

Voice of the customer and marketing applications

Creating group profiles
Establishing the relevance of products
Building rapport

This White Paper has been produced by Nexidia and The Professional Planning Forum.

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

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