Data Analytics is a very broad term that applies to the process of analysing raw data in order to make conclusions about that information.
There are four type of Data Analytics:
- Descriptive Analytics - used to help answer questions about what happened.
- Diagnostic Analytics - used to help answer questions about why things happened.
- Predictive Analytics - helps answer questions about what will happen in the future.
- Prescriptive Analytics - helps answer questions about what should be done.
You can learn more about Data Analytics on the CX Central Glossary >
With contact centres, marketing and customer service teams there is certainly no shortage of data and using this data to improve business efficiency and the customer experience is not a foreign concept. There are, of course, lots of different types of analytics used in CX and contact centres so you may also want to search the following categories:
Search Suppliers of Data Analytics Software and Solutions: