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Channel: Analytics – Strategic Call Center Consulting
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The State of Speech Analytics

Analytics, specifically speech analytics, has generated a great deal of excitement for over 10 years. The industry’s enthusiasm lies in the potential value that can be garnered from the countless...

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Turn Contact Center Data Into Insights

Contact centers have never lacked for data. With increased pressure for efficiency, optimization and profitability throughout the organization, centers need to use that data in smart ways – not just...

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Put the Right Contact Center Analytics Tools in your Toolkit

Contact center managers need analytical tools beyond the typical contact center reports. But there are so many choices! Performance Optimization/Workforce Optimization suite vendors (e.g., Verint,...

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Get Insights, Take Action

If you’re a contact center manager, you live between a rock and a hard place. Your leadership wants you to deliver great service while augmenting revenue and lowering costs. Your customers expect a...

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Contact Centers Need Consolidated Reporting, Scorecards and Analytics

Deliver great service and drive revenue. Provide personalized, effective interaction regardless of media. Assess what’s working and what’s not. Drive change to make things better. Contact center...

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How to Get the Most Out of Speech Analytics

Speech analytics has garnered a tremendous amount of attention over the past few years. Among the top benefits cited: Accurate information on why people call Highlight areas of focus for operational...

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Measuring Contact Center Effectiveness

Contact centers must rise to the challenge of attaining efficiency and effectiveness. Traditional metrics support the drive for efficiency by measuring average handle time, labor cost, staffing, cost...

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