Contact Center Analytics Market - Reporting and Evaluation of Recent Industry Developments

A focus on customer experience is increasingly adopted by contact center business segment irrespective of the size, type, core activities and position of contact centers. This factor is expected to drive the contact center analytics market. As more customers are turning towards other marketing channels, contact center segments are turning towards effective monitoring of past and present recordings to assure minimum churn of customers.

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Moreover, a 360° approach is demanded in analyzing customer interactions. Another factor which is expected to drive this market is the performance management of contact center workforce. Most of the businesses across globe is facilitated by the contact center segment for effective communication of its products or services. Hence, it becomes very much essential to manage the contact center workforce efficiently. Contact center utilizes the analytical tools such as relevant KPIs and other metrics to manage their employees. Besides, companies are aiming at improving their first call responses.

This can be achieved by training the employees well enough to detail their customers over phone about the new product release and offerings along with addressing their issues by consuming less engagement time per customer. This indirectly help in reducing operational cost and allows customers to gain turn up voluntarily for another call. Hence, this factor of improving first call response is expected to drive the contact center analytics. The challenges ahead of contact center analytics market is that contact center businesses are still struggling to prioritize their budgeting in line with adopting high analytical tools into their contact center operations. Still, the contact centers are engaged in manual handling of excel sheets in monitoring and recoding the daily operational data.

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Furthermore, the tech savvy customers of the urbane society are turning towards internet search for gathering any information. Hence, this is a restraint for the implementation of contact center analytics when number of customer turning towards contact centers are itself less. This is a restraint due to the high cost associate with the implementation of contact center analytics. The implementation of contact center analytics is expected to create opportunity for contact center to reduce their operational errors as every operational aspect is expected to be streamlined inside a contact center. Additionally, methodized coaching is enabled to the contact center workforce using a contact center analytics program. This indirectly helps the contact center business to improve their operational productivity.

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