ANALYTICS MONTH: Choosing solutions that will scale with your business and provide ROI
Data-driven decision-making is essential for contact centres looking to enhance customer experience, agent performance, and operational efficiency. With the rise of AI-powered analytics, real-time monitoring, and predictive insights, selecting the right analytics partner is crucial. However, with many providers offering a range of solutions, contact centre leaders must evaluate vendors based on scalability, integration, reporting capabilities, and cost-effectiveness. Here’s how delegates […]
Analytics demonstrate the transformative power of video for contact centres
Video has become the preferred media for consumers to get information (think YouTube, TikTok, Instagram etc) and is therefore a must-have medium for businesses to engage their customers. This trend is particularly evident in contact centres, where video content can significantly enhance customer experience (CX). Videos capture and retain audience attention more effectively than text-based […]
ANALYTICS MONTH: How to balance real-time & historical data for the best outcomes
A common challenge for customer service professionals is determining the right balance between real-time analytics and historical analytics. Each approach has its strengths, and an effective contact centre strategy must integrate both, as we outline below… Understanding Real-Time Analytics Real-time analytics processes data as it happens, offering immediate insights into customer interactions. This type of analytics is invaluable […]
ANALYTICS MONTH: 4 ways to generate actionable insights in the contact centre
Data analytics has long been an essential tool for contact centres looking to enhance customer experience (CX). While many organisations collect vast amounts of customer data, the real challenge lies in transforming it into actionable insights. By effectively leveraging analytics, contact centres can improve response times, personalise interactions, and increase customer satisfaction. Here’s 5 ways […]
February 2025 is Analytics Month on Contact Centre Briefing: Here’s how to get involved!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in February we’re focusing on Analytics solutions. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier […]
ANALYTICS MONTH: From enhanced customer insights to better QA – How AI and machine learning are impacting contact centre analytics
Artificial Intelligence (AI) and Machine Learning (ML) are pioneering a significant analytics revolution for contact centres. These advanced technologies are transforming the way contact centres operate, offering unprecedented insights into customer behaviour, enhancing service quality, and driving operational efficiency. Here’s an exploration of how AI and ML are at the forefront of the analytics revolution in […]
ANALYTICS MONTH: Leveraging insights from AI and Ml while protecting privacy
As businesses strive to enhance customer service, drive efficiency, and gain competitive advantage, the application of analytics within contact centres has become increasingly sophisticated. Here’s a look at the key trends shaping the use of analytics tools in the UK’s contact centre industry. Real-time Analytics for Immediate Insights: One of the most significant trends is […]
If you specialise in Analytics for contact centres we want to hear from you!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in February we’re focusing on Analytics. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier of […]
Do you specialise in Analytics for contact centres? We want to hear from you!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in February we’re focusing on Analytics. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier of Analytics solutions and […]
Do you specialise in contact centre Analytics? We want to hear from you!
Each month on Contact Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in February we’re focusing on Analytics. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier of Analytics solutions and would […]
