#ICMIchat Recap: Predictive Analytics in the Contact Center
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#ICMIchat Recap: Predictive Analytics in the Contact Center

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!



Topics: Metrics, People Management, Workforce Management

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How does your organization define a small contact center?

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A standalone contact center with less than 100 agents
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A specialty agent group of fewer than 75 agents within a larger center
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