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. We also see many centers evaluating analytics offerings while others place them on their wish lists. […].

The New World for Contact Centers May Be Where We Were Already Headed

Contact Center Pipeline

Virtually overnight, hundreds of thousands of agents transitioned to working remotely and the approach, management and infrastructure of contact centers were completely restructured. 2020 was nothing short of challenging for businesses.


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24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call


Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Meet Our Panel of Contact Center Experts & Business Leaders: Matthew Dailly.

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. Executive Support call center contact center customer analytics demonstrating value executive buy-inOur final installment of the differentiator series is perhaps the most important for customer service leadership.

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.

Analytics-Infused Training: How to Nurture Agent Growth and Customer Happiness

Contact Center Pipeline

Contact centers are complex and unique businesses. And while each contact center has its own business strategy and objectives, one common goal spans the industry: keeping customers happy. Some are five agents strong while others employ thousands.


Data Lakes: Navigating Storage and Analytics in Cloud Contact Centers

NICE inContact

Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights Do More With LessA data lake is a repository for storing massive amounts of raw data in its native form, in a single location.

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 managementOur focus was on which technologies are expected to have the greatest impact and what that impact might be.

2021 Reality Check – New Technologies Available in the Contact Center


We all know that contact centers require a thoughtful balance of People, Process and Technology. The technology in a contact center, ideally, should support and enhance the other two components (People and Process).

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.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!


Proactive vs. Reactive: How Savvy Use of Analytics Helps Contact Centers Navigate and Adapt to Uncertainty

NICE inContact

The impact varies across all businesses depending on their unique dynamics; however, many contact centers were caught unprepared by the pandemic’s economic fallout and continuously struggled to adapt—with many still struggling to do so. Customer Experience Analytics AI

Contact Center Trends 2021: The CX Watershed


After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be.

Importance of Real-Time Reports & Analytics in Transforming Contact Centers


To ensure the long-term success of a contact center, the management must be aware of what’s going on in the contact center. So, what’s the best way to keep an eye on the daily operations of a contact center?

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. One bad experience over the phone can lead to bad reviews, criticism on social media, and—the worst scenario—loss of business.

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. center, showing that brands are willing to do—and spend—what it takes to create loyal customers. Every day, contact center agents act as brand ambassadors during their hundreds, if not thousands, of customer. Contact.

How to Apply Predictive Analytics to Post-COVID Recovery, Part 1

Contact Center Pipeline

As contact center leaders plan for the post-pandemic recovery—both short- and […]. Strategic planning contact center COVID-19 customer data customer feedback engagement analytics predictive analytics predictive models remote monitoring VoC voice of the customer work from home

Contact Center Customer Experience Best Practices


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. Continue reading to learn more about the best practices that will help your contact center deliver outstanding customer experience and beat the competition. Each contact center has its own priorities and goals, each of which is influenced by customer expectations.

Four Key Contact Center Technologies for 2019

Contact Center Pipeline

As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s next in contact center technology. My team of consultants identified the top things we see dominating contact center technology discussions. Technology AI analytics artificial intelligence call center cloud solutions contact center omnichannel robotic process automation RPA technology

Remote Call Centers: Tools, Tips & Best Practices for Remote Contact Center Managers & Agents


Managing a call center caught up in the uncertainty of a worldwide pandemic is no small feat. However, there are a number of important guidelines and tips you can keep in mind to help ease your center’s workforce into remote working and mitigate contagion risks. Here, we have compiled a number of useful best practices and tips for you to utilize as your contact center shifts towards remote work to maintain productivity during trying times.

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. analytics. ON THE SAME JOURNEY S E C T 2 The contact center is a hub of data that spans across channels— voice, text, email, social, chatbot and more—yet many companies.

Contact Center Industry Perspectives and Resources


We will continue to update this contact-center-centric resource as new information becomes available. COVID-19 for Contact Centers Member Response to COVID-19. CCNG hosted an interactive open forum for all members to address issues related to the COVID-19 spread and how our members' contact centers are dealing with people, planning, and procedures. Contact centers during a crisis: An action plan from experts.

Call Center vs. Contact Center: What’s the Difference?


Call centers and contact centers operate within the same general field of customer support and outreach. Call centers came first, focusing employees on handling large streams of customer calls at once. More modern contact centers effectively do the same while incorporating a few key differences to better harness emerging options in communication and analytics. Call Centers Focus on Phones. Contact Centers Incorporate Advanced Analytics.

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

How to Make Your Contact Center More Resilient


However, we’re willing to bet that this contact center trend — resiliency — will be seen across all industries. Contact centers need to be more resilient before the next crisis. Contact Center Trends 2021. What Does a ‘Resilient’ Contact Center Look Like?

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

Customers Tweet this The Customer Data Too Often Overlooked by the C-Suite Why Contact Center Analytics is Key to Identifying Opportunities for Growth 2 | Business Transformation and Analytics: Driving Change in a Customer-Centric World We read constantly about the need to adapt or die—and that “digital. of analytics solutions, many decision makers may be trying to cut through. analytics to inform change but admit to. the value of broader analytics.

2020 Contact Center Retrospective

DMG Consulting

2020 Contact Center Retrospective. But, despite all of the challenges, a lot of good things have happened, including in the world of contact centers. Surprisingly, contact centers were some of the most successful in getting their employees home and back in operation.

Big Data Analytics Creates Smart Contact Centers


As the primary connection for customers’ concerns, call centers have massive amounts of data pouring in hourly. While companies are tapping this information to personalize messaging and spot trends, contact center management can also leverage Big Data to streamline service processes, boost agent productivity and deliver exceptional customer experiences. Collecting the information is the easy … Big Data Analytics Creates Smart Contact Centers Read More ».

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. As the market matures, advanced call center functionality, smart tools and omnichannel platforms are increasingly becoming table stakes. Technology AI analytics automation call center contact center cost management omnichannel RPA

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 omnichannelIn a competitive landscape where consumers are inundated with options, delivering a seamless customer experience can be a key differentiator in building engaged, loyal customers. As we kick off 2018, businesses will continue to improve the […].

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.

What is predictive analytics and how is it being used in contact centers?

DMG Consulting

Question: What is predictive analytics and how is it being used in contact centers? Answer: Predictive analytics is playing an increasingly vital role in contact centers.

How to Apply Predictive Analytics to Post-COVID Recovery, Part 2

Contact Center Pipeline

As contact center leaders plan for the post-pandemic recovery—both short- and long-term—where can they turn for reliable insights for informed decision-making?

Industry Survey Report: Is Speech Analytics a missed opportunity for today’s contact centers?


Industry Survey Report: Is Speech Analytics a missed opportunity for today’s contact centers? The Survey In August 2020 LiveVox surveyed contact center professionals across a wide range of functions and industries. What role will reporting and analytics […].

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. It means something has reached an important stage of development and is accepted. The first known use of the term “coming of age” was in 1729 and it was used to describe the point at which […].

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. center, showing that brands are willing to do—and spend—what it takes to create loyal customers. Every day, contact center agents act as brand ambassadors during their hundreds, if not thousands, of customer. Contact.

Improve Contact Center Performance with Global Analytics-Driven Routing

Contact Center Pipeline

There is a lot of industry buzz about Key Performance Indicators (KPIs), but most contact centers currently focus on only one or two core KPIs, such as “Service Level,” and are only equipped to optimize these KPIs locally. Few contact centers have the tools to manage performance globally. Sponsored Posts Technology analytics-driven routing call center call routing cloud solutions contact center real-time dashboard

Three Ways to Accelerate Collaboration in the Contact Center by Integrating Microsoft Teams

NICE inContact

If you’re one of the thousands of companies that has embraced Microsoft Teams for your internal communications and collaboration, have you ever thought about extending it into your contact center?

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 […]. Technology AI analytics artificial intelligence augmented reality call center chatbots contact center messagingThe landscape for engaging with customers is changing fast.

Contact Center Analytics: A Look at Goals Vs. Current Use

Contact Center Pipeline

Do contact centers derive value from their analytics tools? In our 2014 Contact Center Analytics Survey, conducted by Strategic Contact and Contact Center Pipeline, we compared the goals that survey participants initially set out to achieve with how they currently use their analytics. As the figure shows, the participants’ current use of analytics aligns with […]. Technology analytics call center contact center

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.