The document discusses the results of a survey about analytics usage in customer service centers. 45% of respondents said they were exploring the potential of analytics, while 26% said they used analytics for customer service. The top perceived benefits of analytics were improving business processes (52%) and increasing market intelligence (24%). The main barrier to utilizing analytics was seen as unproven return on investment (47%). The survey also found that 49% of organizations expect a large increase (15%+) in customer service/management roles over the next decade. 94% anticipated that these roles will require higher skill levels in the coming years. Improving management skills was seen as having the most impact on employment (39%).

1. Part 1

2. Are you using Analytics within
your centre?
1 YES - for compliance
3%
2 YES - for customer service
26%
3 Considered but rejected
6%
4 Exploring the potential
45%
5 Evaluating the Business Case
20%

3. What would be the key benefit of
analytics for your organisation?
Improve Agent Performance
15%
Improve Business Processes
52%
Increase Market Intelligence
24%
Monitor Compliance
9%

4. What do you see as the main
barrier to utilising Analytics?
Cost
31%
Unproven ROI
47%
Unclear benefits
16%
Too complicated
6%

5. Part 2

6. Does your organisation expect to grow
employment in customer service/
management opportunitites over
the next decade?
1 No
24%
2 Stay the same
6%
3 Small increase (1-10%)
21%
4 Large increase (15% +)
49%

7. What do you anticipate as being the level
of skills required by customer service/
management roles over the coming years?
1 Reduced skill sets
0%
2 Stay the same
6%
3 Higher level of skills
94%

8. What action would have the
most impact on employment
within your organisation?
1 Improved agent skills pool
21%
2 Improved Management skills
39%
3 Better transportation/car parking provision
0%
4 Assistance with marketing
11%
5 Greater access to Good Practices
4%
6 Access to improved technology
25%