Contact Center Analytics Empower Enterprises
By Donna Fluss
Within the next 8 to 10 years, contact centers will become one of the most important revenue generating departments in most enterprises, DMG Consulting predicts. Now is the time for contact centers to start focusing on the revenue side of their profitability equation. As people- intensive organizations, contact centers will always be required to meet high departmental productivity standards. Today, however, contact centers are poised to do so much more. Powerful and effective analytical applications are emerging that enable contact centers to contribute significantly to enterprise goals by generating revenue and by enhancing and extending customer relationships.