The Business Intelligence Blog

From CNN -

This new version of Behavioral Analytics(TM) software also enhances the analysis of non-interaction time (long periods of hold and silence) in contact center interactions. Non-interaction time is a significant issue for contact centers as it often represents up to 30% of a contact center’s total talk time. Behavioral Analytics(TM) clients will now have a more detailed understanding of what CSR’s do during periods of non-interaction. These insights will enable companies to better manage CSR performance variability and improve inefficient business processes.

As part of its Managed Services delivery model, eLoyalty has made significant investments to continuously upgrade the functionality of Behavioral Analytics(TM) software. These investments include multiple dedicated development environments; a large database of test customer interactions; regression testing tools; and numerous highly skilled linguists, analysts and developers.