- 53% of contact centers say data analytics will do the most to re-shape the industry in the next five years.
- 40% of contact centers have no data analysis tools.
While the majority of contact centers believe analytics is the most important factor in the industry, 40 percent have no data analysis tools. Obviously, there is a gap between strategy and execution. And many of the 60 percent who do have data analysis tools fail to utilize them in a productive manner. The point is that if you have made large investments in your contact center/IVR, your channels and your people – yet you do not have a good system for analytics and reporting – your investments may not be reap the benefits you intended. [Read more…]