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Future of Retail — Customer Engagement


pain points, waiting to be uncovered. It’s an invaluable look at how a brand or product fits within their lifestyles, at how to talk to them in their language, at how to frame a solution in the context of their specific needs and desires. It’s data with the potential to elevate the customer experience, increase retention and boost sales. It’s data that can truly transform a business.


THE PROBLEM: OVERWHELMED BY UNSTRUCTURED DATA—UNABLE TO HEAR THE STORY THROUGH THE NOISE Why aren’t more organisations mining their contact centre data for insights? Most lack the proper technology. Around 40% of brands have no advanced analytics capabilities, and many existing analytics solutions fail to transform the data into user-friendly insights. As a result, many leaders are overwhelmed by both the volume and the unstructured nature of their voice-of-the-customer data.


New technologies are finally enabling


brands to easily and cost-effectively analyse and understand what their customers are trying to tell them. These user-centric solutions make it


possible to monitor 100% of contact centre interactions, turning complex conversations into rich data, and mining that data to extract actionable insights. Moreover, they deliver these capabilities through an intuitive interface that makes this powerful intelligence accessible across the enterprise.


KEY CAPABILITIES OF ADVANCED CONTACT CENTRE ANALYTICS


Capture every customer voice


Today’s consumers expect to interact anytime, anywhere, through the channel that’s most convenient at that point in time. They expect seamless service as they move


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