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#ICMIchat Recap: Contact Center Analytics

By Erica Marois | Date Published: August 27, 2015 - Last Updated August 22, 2018 | Comments

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!

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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