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#ICMIchat Recap: Predictive Analytics in the Contact Center

By Erica Marois | Date Published: August 28, 2014 - Last Updated August 22, 2018 | Comments

What makes contact centers an ideal environment for predictive analytics work?  And how can the contact center best utiltize analytics to decrease costs and improve performance?

This week Greta Roberts, CEO of Talent Analytics, stepped in to guest host #ICMIchat.  She led a thought provoking discussion, and showed participants how they can leverage predictive analytics to help solve one of the contact center's biggest challenges: attrition.

Check out the recap below to learn more, and be sure to join Greta in Chicago for Contact Center Demo and Conference.  She'll be speaking in session 304: Reducing Call Center Attrition Through Predictive Analytics.

Join us again next week (Tuesday, 1:00 pm ET) for #ICMIchat.  Next up: self-service!

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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