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Contact centres 'are evolving and turning to web analytics'
17/02/2011
Customer contact centres are changing to embrace new technologies, with web analytics among the tools employed by businesses in this area, it has been claimed.
Businesses are changing the way in which they integrate their consumer contact centres with new technologies, it has been stated.
A report carried out by Infiniti Research, entitled Global Contact Center Technology Market 2008-2012, has revealed that companies are increasingly implementing tools - such as web analytics and predictive analytics - alongside traditional communication methods.
The study also found that investment within the sector in web analytics, customer value analytics and speech analytics has increased in recent years, which has subsequently resulted in "the growth of contact centre technology" as a whole.
Meanwhile, a survey published by Bold Software earlier this week noted that making use of online chat can boost conversion rates for ecommerce sites.
According to the organisation, 23 per cent of the businesses questioned stated that introducing the function to their site had resulted in a 40 per cent rise in conversion rates, while a further 54 per cent of respondents reported an improvement of 20 per cent or higher.
Posted by Christina Townsend
A report carried out by Infiniti Research, entitled Global Contact Center Technology Market 2008-2012, has revealed that companies are increasingly implementing tools - such as web analytics and predictive analytics - alongside traditional communication methods.
The study also found that investment within the sector in web analytics, customer value analytics and speech analytics has increased in recent years, which has subsequently resulted in "the growth of contact centre technology" as a whole.
Meanwhile, a survey published by Bold Software earlier this week noted that making use of online chat can boost conversion rates for ecommerce sites.
According to the organisation, 23 per cent of the businesses questioned stated that introducing the function to their site had resulted in a 40 per cent rise in conversion rates, while a further 54 per cent of respondents reported an improvement of 20 per cent or higher.
Posted by Christina Townsend