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The Power of Data Analytics in Contact Centers: Driving Insights and Improving Performance

CCNG

With the advent of data analytics, these centers are not just handling customer inquiries; they are also becoming a goldmine of information that can revolutionize decision-making processes and enhance overall performance. The Impact of Data Analytics in Contact Centers: 1.

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Call Center Metrics Best Practices

Callminer

Obtaining useful metrics on daily operations in your call center can help to improve many aspects of your business. However, there is quite a bit more to making effective use of call center metrics than merely amassing data and generating reports. The Importance of Metrics in Call Center Operations. Accuracy and Speed.

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Text Analytics in Customer Feedback: The CXO’s Secret Weapon

Lumoa

That’s where text analytics in customer feedback proves to be one of the most valuable tools for any business. Customer satisfaction drives key metrics like your Net Promoter Score (NPS). Careful and well-implemented text analytics can easily reveal dozens of improvement ideas. However, first, you have to know where to look!

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Guide to Interpreting Call Center Analytics

Fonolo

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. But without proper data analysis and interpretation, contact centers – and the businesses they serve – may not reach their full potential. Analytics are also called key performance indicators or KPIs.

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

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.

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Call Center Service Levels: Calculations, Metrics, & Industry Standards

Callminer

Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. All the formulas are based on the same data. Our data gives us the result of (860)/(1000+40)*100% = 83%. Figure out the best metrics for your business. 60 calls were abandoned.

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How Amp on Amazon used data to increase customer engagement, Part 1: Building a data analytics platform

AWS Machine Learning

However, as a new product in a new space for Amazon, Amp needed more relevant data to inform their decision-making process. Part 1 shows how data was collected and processed using the data and analytics platform, and Part 2 shows how the data was used to create show recommendations using Amazon SageMaker , a fully managed ML service.

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

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.

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Study: The Health of the Contact Center

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.

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

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.