The Straight Scoop on Contact Center Analytics

Contact Center Pipeline

Most contact centers know they need a more analytical approach to understanding the customer experience. In our 2017 Workforce Optimization Survey, a high percentage of centers indicated that analytics falls within the “Have but do not use effectively” category.

The Future of the Contact Center

Contact Center Pipeline

We embarked on a fun little survey this spring to gather input on the future of the contact center. Technology AI analytics artificial intelligence automation bots call center contact center industry research mobile apps robotic process automation RPA WFM workforce management

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Differentiator Series, Part 5: Selling and Promoting the Contact Center

Contact Center Pipeline

Our topic is selling and promoting the contact center. This activity starts at the highest levels, and the objective is to help all key decision-makers understand how valuable a contact center is to a successful enterprise.

Use Agent Voice DNA to Improve Contact Center Hiring Results

Contact Center Pipeline

Technology AI analytics artificial intelligence call center contact center predictive hiring prehire assessments speech analytics voice analysis voice characteristics voice DNAProviding a good customer service experience is more important than ever.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Contact Center Customer Experience Best Practices

Callminer

Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch your contact center ahead of the competition. What customer experience best practices to you leverage in your contact center?

Work-from-Home Contact Center: See the Full Picture with Interaction Analytics

NICE inContact

Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. This is a lot to handle while also maintaining exceptional customer service outside of the traditional contact center.

Work-from-Home Contact Center: See the Full Picture with Interaction Analytics

NICE inContact

Over the past few weeks, most contact centers have transitioned some or all their agents to a work from-home environment—no easy task. This is a lot to handle while also maintaining exceptional customer service outside of the traditional contact center.

Three Ways to Boost ROI from Contact Center Tech Investment

Contact Center Pipeline

Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations. Technology AI analytics automation call center contact center cost management omnichannel RPA

Big Data Analytics Creates Smart Contact Centers

Ansafone

As the primary connection for customers’ concerns, call centers have massive amounts of data pouring in hourly. Collecting the information is the easy … Big Data Analytics Creates Smart Contact Centers Read More ».

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

Analytics Coming of Age

Contact Center Pipeline

Technology agent performance analytics call center coaching contact center customer effort customer sentimentAccording to the Merriam-Webster dictionary, “coming of age” is defined as the attainment of prominence, respectability, recognition or maturity.

Contact Center Hiring & Retention: Using AI to Predict Which Job Candidates Will Be Successful

Contact Center Pipeline

Speech analytics analytics call centers contact center technology contact centers customer experience hiring NPS predictive voice analytics retention speech analyticsDo you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year. And no wonder: the ramification of bad hires is expensive.

What to Expect for Contact Centers in 2018

Contact Center Pipeline

Of the most impactful priorities for contact centers in 2017, customer experience was at the top of the list. Technology agent desktop analytics call center contact center omnichannel

Voice in the Contact Center: The Heart of the Matter

Contact Center Pipeline

Technology AI analytics call center contact center customer experience intelligent call routing predictive behavioral routingOn his third solo album, The End of the Innocence, former Eagles drummer and singer Don Henley recorded a song called “The Heart of the Matter.”

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

Analytics. Messaging The Challenges of Omnichannel: Why So Many Contact Centers Struggle with. analytics software provider. I N T R O Tweet this The Challenges of Omnichannel: Why So Many Contact Centers Struggle with Digital Self Service | 3 It’s no secret that companies.

3 key benefits of FULL Contact Center Analytics

NICE inContact

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Seeing all interactions reveals the big picture of what is really happening in your contact center.

How VOC Analytics Improves Contact Center Performance

CX Accelerator

Contact centers are big on analytics. For example, when VOC survey data is added to the call center KPI dashboard, it can be analyzed alongside internal KPIs and QM scores.

Contact Centers: The Secret to Business Intelligence

Contact Center Pipeline

In the era of big data, leading contact centers are taking a hard look at their use of analytics. However, with the increasing tsunami of contact center data available at your fingertips, knowing which data-dots to connect in order to reveal the underlying business insights can be challenging at best. Customer Intelligence call center call center reporting cloud solutions contact center contact center analytics

Overcoming the Biggest Contact Center Challenges

Noble Systems

Training employees well and managing turnover is especially important when it comes to overcoming the biggest contact center challenges. Creating a first-class contact center involves understanding employees’ motivational needs and providing the tools to do their job well.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

of analytics solutions, many decision makers may be trying to cut through. INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. analytics to inform change but admit to. of executives agreed that data and analytics.

Coming Soon to a Contact Center Near You!

Contact Center Pipeline

Bots, asynchronous messaging, augmented reality and machine learning are at the doorstep of the contact center, too, modifying the customer journey and putting pressure on traditional businesses […]. The landscape for engaging with customers is changing fast.

What is Desktop Analytics for Contact Centers?

Monet Software

The relationship between contact center agents and contact center technology plays a significant role in how well customer service expectations are met. Desktop analytics offers call center managers a way to capture and analyze user activity at the desktop level.

Speech Analytics in 2019 and Beyond: With Change Comes Opportunity

Contact Center Pipeline

Speech analytics call center contact center desktop analytics desktop tools screen sharing speech analytics text analytics

AI and Real-time Speech Analytics Can Reshape the Contact Center

Noble Systems

Artificial intelligence (AI) and speech analytics (SA) are reshaping how humans interact with computer systems. Specifically in the contact center space, notes Finneran, deployments are showing measurable hard dollar payoffs. As AI and SA evolve, so does the contact center.

Top 5 Things to Look For in a Workforce Optimization Solution

Speaker: Vicki Herrell, Executive Director, SWPP, & Steve Kosiba, Product Marketing Manager, Genesys

As your contact center becomes more complex with a growing number of communication channels and touchpoints, it’s more important than ever to have the right technology in place to support your workforce. With the right solution, multi-skill and multi-channel forecasting and scheduling become accurate and hassle-free. Even the most powerful tools become simple to use. And smooth communications with operations staff and accountability to plan become your daily reality.

3 key benefits of FULL Contact Center Analytics

NICE inContact

Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Seeing all interactions reveals the big picture of what is really happening in your contact center.

Why Does Your Contact Center Need Speech Analytics?

NICE inContact

There is a lot of information out there about speech analytics and how it can benefit contact centers, but what is it exactly and what value does it bring to the customer experience? In simple terms, speech analytics provides one view into the voice of the customer.

Why You Shouldn’t Hire Siri and Alexa in Your Contact Center

Call Center Coach

But in more ways then one, Siri and Alexa do not have the skills to be contact center agents. Thanks to Anthony Scodary of Gridspace for sharing his insight at Customer Contact Week. They need to be able to define declaratively what they want to search for in the call center.

6 of the Best Apps for Remote Contact Center Teams

Fonolo

You may think that call centers are for big companies but the truth is, they have a lot of value for small and medium-sized businesses as well. The Best Apps for Virtual Contact Center Teams. It has call recording, analytics settings and a host of other integrations.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. Contact centers have dramatically changed.

Computer Vision AI: The Secret Ingredient for Contact Centers

TechSee

Today’s contact centers face a daunting challenge. From speech recognition and voice analytics to neuro-linguistic programming, they seek to solve customer’s problems by telling them what to do. Computer Vision AI – Reinventing the Contact Center.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: .

3 Technologies to Drive Peak Performance of Your Contact Center

Contact Center Pipeline

How can contact centers leverage artificial intelligence (AI), speech analytics and agent enablement tools to improve agent performance, as well as customer-focused metrics like Net Promoter Scores (NPS) and Customer Satisfaction (CSAT)?

[White Paper] Frost & Sullivan: The Analytics-Driven Contact Center

Aspect

Analytics can serve as a bridge to not on ly understand but also improve both agent and customer satisfaction. . Enable predictive routing based on contact center forecasting . Analytics can help you provide customers with b etter e xperiences.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

As a pioneer in AI for contact center customer service and customer. of AI, and eGain’s viewpoint on how it can be leveraged for contact. center customer service. Contact Center 1. customers and contact center advisors through interactions of higher.

Two Factors Make It Easy for Contact Center Chat

Call Center Coach

The contact center industry can seem very fragmented at times. One thing that we must remember is there are new contact centers being opened all of the time, and in a wide range of industries. These Two Factors Make It Easy for Contact Center Chat – Click to Tweet.