WEBINAR: How AI is delivering a new generation of CX Analytics
Contact centres spend significant resources evaluating agent effectiveness and customer sentiment, but don’t always know if they are capturing the right data, creating the right KPIs and sharing the available analytics to allow them to improve agent and customer metrics. Has your approach to analytics been re-evaluated to take advantage of today’s cloud and AI […]
‘Game-changing’ real-time speech analytics solution boosts contact centres’ sales, service and compliance standards
Avoira is forecasting a sales surge for its Xdroid speech analytics solution after the AI-powered technology was hailed as a game-changer by one of the UK’s top 50 personal insurance brokers. The technology solutions specialist – which is showcasing Xdroid at the Contact Centre & Customer Service Summit – is also expecting increased adoption of […]
How – and Why – to Analyze Sentiment
By Abby Monaco, Senior Product Marketing Manager, NICE Nexidia “I have terrible news,” your boss wrote in an email late last night. “The project has officially been delayed.” Without any additional context, this news could be cause for joy – you’ll no longer be working all weekend to deliver on a deadline – or significant […]
Do you specialise in Analytics solutions for contact centres? We want to hear from you!
Each month on Call 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 of Analytics solutions […]
Fast call centre analytics ‘vital’ in the new WFH normal
The immediate provision of accurate speech analytics is becoming increasingly vital as contact centres increasingly look to maintain work from home (WFH) operational models. That’s the view of leading call centre solution provider Avoira, which is anticipating heightened interest in the technology from delegates attending the virtual Contact Centre & Customer Service Summit. The company […]
Do you specialise in Analytics for Contact Centres? We want to hear from you!
Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in February we’re focussing 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 of Analytics solutions […]
GUEST BLOG: Taking call centre analytics to the next level
It’s not just your customers that are making more demands of you; so are your competitors. You need to be able to get business-wide insight in real-time just to keep up. Is your analytics suite up to the task? Geoff Land, Managing Director of Infinity CCS, investigates… In a complex environment such as a modern contact […]
GUEST BLOG: Customer Service Management – It’s time to change the metrics
Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact centre advisors still incentivised based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. Companies have two options: speed or quality. Get the customer off […]
Do you provide Analytics Solutions to Call Centres? We want to hear from you!
Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in February we’re focussing 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 of Analytics Solutions and […]
RECOMMENDED: Call Centre Analytics – Mediahawk
Established over 15 years ago, Mediahawk is at the forefront of call tracking analytics and attribution. Call tracking allows your business to make data-driven decisions to optimise marketing and advertising investments; improve conversions and reduce spend; improve the customer journey and uncover opportunities for business growth. Call tracking and attribution is the ability to link […]
