Analytics Average Handle Time Big data Multichannel 
VocalCom
AUGUST 26, 2019
Big data has been a buzzword in the customer service industry for some time now. As every brand knows, all data—big and small—can be applied in some manner to drive sales and improve customer service. Speech and text analytics. Web analytics. And how precisely should you use it?
VocalCom
MAY 21, 2018
Be sure to direct such kinds of questions to agents as quickly as possible so that customers do not lose time. Big data can be used in many ways to provide proactive service. For example, it may reveal weak points in the contact center such as long average handling times or low rates of first contact resolution.
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