The Definitive Guide to Customer Interaction Analytics

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This guide is a chapter from the 2012 edition of "The US Contact Center Decision-Makers’ Guide" by ContactBabel, the leading Contact Center Industry Analyst. It details how usage of Email, Chat and Social Media is exploding in today’s Contact Centers, and explains how to leverage Customer Interaction Analytics, including Speech Analytics, to unify the Voice of the Customer and analyze Agent performance across all of these channels of contact in addition to phone calls.