2024 CX EXECUTIVE RESEARCH REPORT
Navigating the Challenges of
Tech Investments
Tech is crucial, but opening up the budget can be tricky,
especially in areas like healthcare. Sometimes, the perks of
technology aren’t easy to see or quantify .
Enter data analytics. These tools will help make a solid case
for investing in better tech. Once new tools are part of
the equation, analytics software will show the benefits of
investment. These will improve the customer’s journey, not
just the contact center experience. The reason being, the
right analytics will point to process issues that need to be
corrected.
For example, data analytics are extremely beneficial for
conducting a root cause analysis that uncovers why some
contact centers struggle with high volumes of repeat calls.
Using the data on hand, it’s easy to discover the issue,
implement a solution and improve the overall customer
experience, as well as reduce costs and increase customer
retention. First Contact Resolution (FCR) is imperative to a
call center’s success, and data analytics are a worthwhile
investment to ensure daily operations run smoothly.