Global Response

MARCH 27, 2024

Call centers are increasingly turning to big data analytics as a pivotal tool for optimization. This transformative approach streamlines operations and significantly enhances the quality of customer interactions. Understanding big data analytics in call centers First off, what is big data analytics?

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Balto

JANUARY 14, 2025

It provides actionable insights into key performance indicators (KPIs) such as average handle time (AHT), first call resolution (FCR), and customer satisfaction scores, which evaluate the effectiveness of call center operations and customer experience. Prescriptive Analytics: Recommends the best actions based on data insights.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Balto

SEPTEMBER 12, 2023

Conversation Intelligence: Gauging Customer Sentiments Conversation intelligence software uses Natural Language Processing (NLP) and machine learning to gauge customer sentiment. This ensures that the customer can get their problem solved as quickly as possible with minimal wait time, fewer call transfers, and less back and forth.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52