Leaders Reveal the Most Creative Uses of Predictive Analytics in the Call Center
Our own Director of Advanced Analytics, Brian Atkiss, is cited in this recent piece from CallMiner:
“Call centers are increasingly making use of innovative technologies like artificial intelligence, machine learning, speech analytics, and other data analytics tools to provide more comprehensive support, improve the customer experience, and boost agent productivity and efficiency. Predictive analytics is one such technology leveraged by a growing number of call centers to support data-driven decision-making on everything from staffing to call routing, and even the solutions or offers proposed and the words used to communicate them to callers…”
Brian Atkiss is a Director of Analytics, and a ListenLogic Product Manager, focused on omni-channel and unstructured data analysis at Anexinet. Brian has nearly a decade of experience building analytics solutions that generate actionable insights for the Fortune 500, and has an extensive background in social listening and advanced analytics solutions around data integration, machine learning, and artificial intelligence.