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Based on the findings of the Competitive Framework and interviews with end-users, Aberdeen's analysis of the Best-in-Class demonstrates that the success of the contact center strategy depends on a combination of specific capabilities and technology enablers. Aberdeen's research has identified sever...
The use of analytics in contact centers enables management to extract critical business intelligence that would otherwise be lost. By analyzing and categorizing recorded conversations between companies and their customers, useful information can be discovered relating to strategy, product, process, ...
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