Competitive Intelligence
Undertanding why conversions aren't occuring is critical to understanding where you can fill voids in service offerings, improve reservation workflow, evaluate pricing strategy, etc. Using analytics to pull interactions in regions or with offerings that aren't converting you're able to drill down and review the interaction to learn what is driving low performance and correct it. In some cases that may be changing agent behavior, in others it may be getting information to marketing or groups responsible for pricing and reservation offerings.