eBook released: The strategic value of Interaction Analytics

Nexidia have released a new eBook exploring Interaction Analytics.

Customer behaviour now changes so quickly that traditional tools such as surveys and focus groups lack the near real-time value of Interaction Analytics.

Interaction Analytics can enable an organisation to make service cost savings anywhere between 1% and 3% over the first six months of using it. It has also been suggested that if online retailers invested in keeping another 10% of their existing customers happy enough to keep buying, they would double their revenue.

This eBook investigates how Interaction Analytics can improve performance in the contact centre by:

• Reducing operating budgets
• Improving decision making
• Leveraging positive customer behaviours