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Predictive Analytics in Call Centre

Call centres have started to explore new avenues using predictive analytics which improves their overall effectiveness and streamlines their operations. Traits that best prepare a person as a call centre representative are not clearly evident to officials but predictive analytics has made it possible to identify such traits. Call centres are merging CRM data into predictive analytics models as CRM has played a vital role in most organizations. The approaches used include analyzing variables contributing to customer discontent, building an automated system to transfer calls to representatives with varied expertise etc. Predictive analytics have been transforming industries and benefitting the aging ones by bolstering customer satisfaction and reducing churn rates.

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