Does the social media contact centre hold the future for analytics?
DMG Consulting's Donna Fluss explains how social media, analytics convergence and the contact centre hold the clues to a major future trend.
If the increasing popularity of speech analytics technology has helped drive a reappraisal about the value that contact centres can deliver to the whole enterprise, then the latest generation of analytics tools could revolutionise the contact centre entirely.
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Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 15 years, including Internet Works, CXO magazine and Business Management. He joined Sift Media in 2007.