CCNG
JANUARY 29, 2025
Its a common misconception – those tools may store information, but they fall short in delivering the right answers, actionable processes, and feedback loops for multi-channel support for both employees and customer self-service. Integrated Processes: No more switching tabs or juggling tools.
Callminer
DECEMBER 12, 2022
Read this blog for expert tips and best practices for getting started with real-time analytics tools. Companies today manage ever-increasing volumes of data.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
PeopleMetrics
JANUARY 20, 2025
When I wrote Listen or Die , text analytics was already emerging as the backbone of Voice of the Customer (VoC) programs. Fast forward to 2025, and weve entered a new era of text analytics. Machine learning tools required technical expertise, often confined to teams with programming knowledge.
CCNG
JUNE 12, 2024
Speech analytics emerges as an effective solution to automate this analysis process. This article will explore the basics of speech analytics, including its definition, functionality, types, and primary use cases within call centers. What is Speech Analytics? How does Speech Analytics work?
Advertisement
A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Joe Rawlinson
JANUARY 24, 2025
Without a clear understanding of business analytics, entrepreneurs risk making decisions that may harm growth and profitability. Business analytics isnt just for large corporations. This article dives into the essential role of business analytics and how entrepreneurs can use it to achieve long-term success.
Global Response
MARCH 12, 2025
Read Time: 12 minutes Table of Contents Introduction Looking to understand and use contact center analytics to boost efficiency and build customer loyalty? Key takeaways Understanding contact center analytics : Contact center analytics collect consumer data to help you review customer interactions and make informed business decisions.
Advertisement
What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
Advertisement
To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
Advertisement
Google Analytics has been a core tool for marketers for many years. And, not too much has changed–until Google Analytics 4 (GA4). Learn the basics of what’s new in Google Analytics 4, and how to use those features to build a measurement strategy that includes call tracking metrics aligned with your team’s goals.
Speaker: Vicki Herrell, Executive Director, SWPP, & Steve Kosiba, Product Marketing Manager, Genesys
Even the most powerful tools become simple to use. You will also learn: Must-have tools, analytics and functionality that benefit contact centers and/or HR departments. With the right solution, multi-skill and multi-channel forecasting and scheduling become accurate and hassle-free.
Advertisement
A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
Expert insights. Personalized for you.
311 
Let's personalize your content