1. Cradle-to-grave lifecycle reporting gives supervisors a 360-degree view of specific calls, agent performance and queue management so they can optimize processes.
2. Self-service technology allows customers to help themselves through an interactive voice response system—costing contact centers only about $0.25/call versus up to $7/call handled by an agent.
3. Social media monitoring sifts through the more than 58 million messages that are tweeted each day and more than 55 million Facebook status updates and alerts you to conversations about your business so that your business can respond in a timely manner.