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.
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.