These days, contact centers have access to endless amounts of useful data, but since the information is so unstructured, many aren’t finding and extracting valuable insight from this data.
Because traditional analytic technology has been very complex, adoption is difficult. When left to traditional approaches to analyzing voice data, where contact centers must manually listen to calls to pinpoint key trends and take action, business opportunities can be lost because it is virtually impossible to listen to every single call. In turn, contact centers don’t end up having a complete view of what customers and agents are saying.
According to Tom Goodmanson (News - Alert), president and CEO of Calabrio Inc., a provider of contact center workforce optimization and analytics software, "Modern speech analytic techniques are more intuitive, making the process of turning unstructured phone transactions into big data that can be sorted, evaluated and acted upon more easily and cost effectively.”
In fact, in just a few days Goodmanson will be presenting at ITEXPO Miami 2013, the world's largest communications and technology trade show, held January 30-February 1 at the Miami Beach Convention Center.
At ITEXPO (News - Alert), Goodmanson will lead the session entitled, "Bringing Big Data to Life" on January 31 at 3:30 pm, sharing insight on new customer interaction analytic techniques and how to leverage analytics to gain insight in order to increase customer satisfaction, retention, acquisition and even marketing success. Additionally, Goodmanson will explore next generation speech analytic approaches that make understanding big data simpler in the contact center.
“During the ITEXPO session, we'll discuss these innovations and attendees will leave with the knowledge on how to more easily leverage advanced speech analytics for better compliance, quality assurance and enterprise success,” he continued.
Today, Calabrio (News - Alert) is known for its Calabrio ONE suite, consisting of easy-to-use contact center workforce optimization software, which includes call recording, quality assurance, workforce management, speech analytics and performance-based dashboards and reporting. Calabrio ONE is flexible, providing product bundles and add-ons that make it easy for customers to begin with the right set of applications and features for their business, then add new features as business needs evolve.
The topic of big data along with much more on improving contact center efficiency will be addressed this week at ITEXPO in Miami and will include discussions on how to create a unified contact center environment, including the integration of emerging channels with traditional call center technologies, to provide exceptional customer service.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO. Follow us on Twitter.
Edited by
Brooke Neuman
