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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 Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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