Forward-thinking companies are taking a pivotal role in understanding customers’ needs. Much of that knowledge-gathering happens in the contact center. To turn contact centers into profit centers, businesses must lay the groundwork in terms of implementing the technologies, analysis, and training to respond quickly to individual customers according to their preferences and needs. Check out the accompanying article on 1to1media.com, "Calculating the Contact Center's IQ" http://www.1to1media.com/View.aspx?docid=34323

1. ContactCenterIntelligence
By 2020 the
customer will
manage 85%
of the relationship
with an enterpise
without interaction
with a human.2
86% of consumers quit
doing business because of a
bad customer
experience, up
from 59%
four years ago.1
Forward-thinking companies are taking a pivotal role in understanding customers’
needs. Much of that knowledge-gathering happens in the contact center. To turn con-
tact centers into profit centers, businesses must lay the groundwork in terms of
implementing the technologies, analysis, and training to respond quickly to individual
customers according to their preferences and needs.
IQWhat’s your
contact center ?
This infographic highlights
the areas where leader-
ship needs to improve
their contact center IQ
and also where they’re
excelling in making their
service organizations
more intelligent.
Speech analytics was one of the top two
fastest-growing call center tools in 2012.
and Web chat jumped by 60%3
Speech analytics was one of the top two
fastest-growing call center tools in 2012.
Web chat
Speech analytics was one of the top two
fastest-growing call center tools in 2012.
Web chat
Speech analytics was one of the top two
fastest-growing call center tools in 2012.
Web chat jumped by 60%3
The adoption of
speech analytics
grew by
86%
Web chat
jumped by 60%3
quit
25% of consumers utilize one to
two channels when seeking
customer care and...
52% of consumers utilize
three or four channels.5
To read more about the Intelligent Contact Center, read: “Calculating the Contact Center's IQ”To read more about the Intelligent Contact Center, read: “Calculating the Contact Center's IQ”
Failure to respond via social
channels can lead up to a
15% increase in churn rate
for exisiting customers.2
1
Harris Interactive 2
Gartner 3
ContactBabel 4
Ventana Research 5
Ovum