Jon Arnold

OCTOBER 16, 2020

Details are here , and I’ll be joined by Heather Barrow of Eventus , as she shares highlights from her recent white paper about this topic – it’s quite good, and you should give it a read. The cloud has changed everything, and that brings us to Big Data. The mind boggles.

Big data 98

Big data Contact Center Analytics Metrics 98

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. Successful call centers use analytics to help aid, streamline and maximize customer service and sales needs…”. AmraBeganovich. Kirk Chewning.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Callminer

MARCH 9, 2020

Integrate wider analytics tools into your scheduling solutions for better operational insights. “With integrated analytics software you’ll be able to better forecast agent numbers. Analytics data will be able to show you things like call volume trends, topics of calls, quality of calls and more. .”

Best practices 182

Best practices Call Center Analytics Metrics 182

Connecting the Dots

AUGUST 1, 2015

2 In an article published the April 2014 Quirks, Subbiah and Bosik further complicate the discussion by noting that the hype about big data and EFM is reaching a frenzy. 3 The Temkin Group, in both white papers and Webinars, has suggested that text analytics and continuous insights are the key to enhanced VOC impact.

Big data 62

Big data Consulting Consulting Enterprise 62

Calabrio

APRIL 25, 2017

While this data is often richer and more complete than real-time data feeds, batch-loading is relatively inefficient for handling very large amounts of real-time data, and performance can suffer when the “refresh” intervals get shortened to minutes, or even seconds. The birth of Big Data.

Multichannel 56

Multichannel Contact Center Big data Metrics 56

Natalie Petouhof

AUGUST 15, 2022

Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities. There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper.

Customer Experience 52

Customer Experience Analytics Surveys Big data 52

Calabrio

APRIL 25, 2017

While this data is often richer and more complete than real-time data feeds, batch-loading is relatively inefficient for handling very large amounts of real-time data, and performance can suffer when the “refresh” intervals get shortened to minutes, or even seconds. The birth of Big Data.

Multichannel 40

Multichannel Contact Center Big data Metrics 40