Increase Contact Center Effectiveness with Big Data Analytics

Effectiveness of customer contact center agents is commonly based on metrics such as AHT(Average Handle Time), CSAT (Customer Satisfaction), CPC (Cost per Contact) etc. Established…

Why BI CoE: Struggling to justify ROI?

Current BI landscape is cluttered with too many tools and technologies. The plain vanilla BI deployments rarely produce desired results. This leaves IT teams to…

Sentiment Analytics – The Gold Mine, which you didn't Mine!

It’s really a no brainer that Customer Satisfaction matters. Every IT or Business unit  I’ve known, considers Customer Satisfatction, a very high priority and does…