Opportunity types are inquiries further classified into quadrants using the lenses of 'Is this inquiry valuable to the business?" and "Is this inquiry valuable to the customer?".

Once understood these can be leveraged to identify opportunities for improvement and measure success of any initiatives or projects that impact the inquiry.

Common opportunity types identified by Operative Intelligence:

These interactions are valuable to customers, but not necessarily valuable for the business to service in contact center channels. Organizations should aim to enable and migrate as many of these interactions as possible to self service or automated channels.

These interactions are valuable to the business or organization, but not valuable to customers to spend their time doing. Organizations should aim to make these types of interactions as easy as possible for customers.

These interactions are not valuable to the business or to the caller, generally organizations would benefit from eliminating as many of these interactions as possible.

These interactions are valuable to the business and are examples of where a contact center channel is providing value or generating revenue.