Its defining the factor that drives contact center hiring managers to seek out tools that can help them figure out what skills and personality attributes an agent needs to perform well. Step out of the contact center and into the marketing department offices, and you’ll probably discover that they are already using predictive analytics to target customers with programs and offers. All of the great sales data that your company collects helps marketers predict how a customer will behave, and this same principle can be applied to talent analytics and the talent acquisition process.
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