Using Workforce Analytics in Customer Engagement Analytics is the sixth in a six-part series on Customer Engagement Analytics. In this blog series, we have covered the what, why, when, who, and how of Customer Engagement Analytics. But did you know that you can use Workforce Analytics in Customer Engagement Analytics to get an even deeper Read More
How You Perform Customer Engagement Analytics is the fifth in a six-part series on Customer Engagement Analytics. In our last blog in this series, we explored who needs Customer Engagement Analytics (Sales, Customer Service, and Customer Support contact centers, among others). Now we’ll look at how you perform Customer Engagement Analytics. First, we will describe Read More
Who Needs Customer Engagement Analytics is the fourth in a series on Customer Engagement Analytics. In the third blog in this series, we explored when Customer Engagement Analytics is needed in the contact center. Now we’ll look at who needs Customer Engagement Analytics. Sales Contact Centers Etail, Retail, and Direct Marketers – anyone who sells Read More
When Customer Engagement Analytics Is Needed is the third of a series on Customer Engagement Analytics. In the second blog in this series, we discussed how Customer Engagement Analytics in the contact center gives you insight on your customers, helps you optimize your systems, and improves agent performance. Now we’ll explore when Customer Engagement Analytics Read More
Why Customer Engagement Analytics is the second in a series on Customer Engagement Analytics. In the first of this series, we discussed what Customer Engagement Analytics is in terms of the call center. Now we’ll explore the top reasons Why Customer Engagement Analytics and how it can benefit your call center. Keep in mind that Read More
What Is Customer Engagement Analytics is the first of a series on Customer Engagement Analytics. So what is Customer Engagement Analytics? It depends on whom you talk to. If you talk to Marketing, you’ll typically hear about marketing automation – email responses and web activities. If you are coming from the standpoint of Customer Journey Read More
In our last two articles, we discussed what Customer Journey Analytics is and why it is important to the contact center. Now let’s turn our attention to how you perform customer journey analytics with contact center data from your existing systems. Customer Journey Analytics with Contact Center Data: Step One – Integrate Your Data The Read More
Right now there is a lot of buzz around “customer journey analytics” – and you may be thinking “Is this really important to the contact center or is customer journey analytics just the latest marketing fad?” We at BroadSoft have been championing customer journey analytics for years and think this is definitely something you’ll be Read More
Your contact center systems can supply you with a lot of data. No doubt you’ve used that data to make your operation more operationally efficient, and that’s a smart move. But that data has far more value than just operational, it can be used to understand the customer journey through customer journey analytics. Understanding your Read More
Contact center interaction management solutions have historically taken a retroactive approach: examining past transactions to form judgments on the value of customers today. In many contact centers, callers are still routed to the longest available agent. More advanced contact centers go one step further, using skill-based routing to send callers to the agent who is Read More
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