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What You Need to Know

  • Breakouts in the Call Center predictive analytics are Private branch exchange, Call Center Manager, Customer service. Seriously consider these technologies to gain a strategic advantage.
  • The technologies who are at the peak of their interest are Qualfon, Customer support, Customer representative.
  • By far most employment needs are found in the Customer satisfaction, Customer service, Call Center Manager technologies.
  • These 3 fields have the most active practitioners who have the specific skill set or experience: Customer service, Customer satisfaction, Customer support.
  • Telus, Customer service, Teleperformance lead in searches for information online.
  • These three technologies are receiving the highest investments to gain clients: Software as a service, Customer relationship management, Call Recording.
  • These three technologies have the most active advertisers: Help desk, Workforce Management, Customer Experience Management.
  • In patents, these three technologies have the most coverage Application programming interface, Speech recognition, Customer service.
  • The most publications are available for Customer service, Customer satisfaction, Customer relationship management.
  • Instruction and courseware availability is highest in these technologies: Customer service, Customer satisfaction, Telus.

The Call Center report evaluates technologies and applications in terms of their business impact, adoption rate and maturity level to help users decide where and when to invest.

The Predictive Analytics Scores below – ordered on Forecasted Future Needs and Demand from High to Low – shows you Call Center’s Predictive Analysis. The link takes you to a corresponding product in The Art of Service’s store to get started.

The Art of Service’s predictive model results enable businesses to discover and apply the most profitable technologies and applications, attracting the most profitable customers, and therefore helping maximize value from their investments. The Predictive Analytics algorithm evaluates and scores technologies and applications.

The platform monitors over ten thousand technologies and applications for months, looking for interest swings in a topic, concept, technology or application, not just a count of mentions. It then makes forecasts about the velocity of the interest over time, with peaks representing it breaking into the mainstream. Data sources include trend data, employment data, employee skills data, and signals like advertising spent, advertisers, search-counts, Instruction and courseware available activity, patents, and books published.

Predictive Analytics Scores:

1.98705152E+9 – Private branch exchange
010149 – Call Center Manager
000336 – Customer service
000269 – Customer support
000246 – Call Recording
000224 – outbound call
000187 – screen pop
000164 – Software as a service
000162 – first call resolution
000149 – Agent Status
000141 – Customer satisfaction
000138 – Online chat
000136 – Customer representative
000129 – call center agent
000124 – Customer Experience Management
000121 – abandoned call
000108 – Call Routing
000104 – Call management
000097 – IQor
000094 – average handle time
000087 – Help desk
000085 – Workforce Management
000079 – Natural language processing
000070 – virtual agent
000069 – chief customer officer
000062 – Qualfon
000048 – Wrap Time
000040 – Text mining
000039 – Sykes Enterprises
000035 – Customer relationship management
000033 – Application programming interface
000031 – Speech recognition
000022 – Genpact
000018 – Queue management system
000014 – Sitel
000013 – Minacs
000009 – Mobile ticketing
000007 – Teleperformance
000005 – TeleTech
000001 – WNS Global Services
000001 – Telus
000000 – Voice Response Unit
000000 – One World Direct
000000 – Interactive voice response
000000 – Digital object identifier
000000 – Business process outsourcing

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