#ICMIchat Recap: Contact Center Analytics
Empowering contact center excellence for 30 years!

#ICMIchat Recap: Contact Center Analytics

Does your contact center use predictive analytics to solve problems? This week during #ICMIchat we explored all the ways customer service professionals can leverage big data to improve the customer experience.

If you're looking for ways to reduce attrition, improve forecasting, or proactively solve customer problems check out the recap below for tips, tricks, and strategies that other contact center leaders have tried. (Spoiler alert: if you read nothing else, scroll down to see the answers to question 4. Such great advice!)

Have you found unique ways to use predictive analytics in your business? Share your experiences in the comments below.

Join us next week for a chat on improving the IVR experience. As always, the conversation kicks off at 1pm EST on Tuesday.  Our host for next time: @OneReach.  Just follow and use #ICMIchat to participate!

Topics: Metrics


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Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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