Performance Analytics – Interview with NICE’s Udi Ziv

Contact centers have always struggled to balance the challenge of satisfying customers with their own management’s demands to keep costs down.  But how do you win over customers without breaking the bank?  A recent article in Customer Interaction Solutions presents the value of performance analytics solutions in satisfying both types of demands faced by contact centers from the viewpoint of several executives representing leading providers of performance analytics solutions.  I had the privilege of sitting down with the author, Brendan Read, to present NICE’s perspective on how now, more than ever, the focus is on analyzing data to uncover performance issues and increase the effectiveness of performance, especially in the areas that contribute to cost control or cost reduction.  This interview presented a wonderful opportunity to share how optimizing customer dynamics is so critical to maximizing customer experience while containing costs and streamlining operations.  Read the full article

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