Skip to main content
All Posts By

Carl Townley-Taylor

contact centre analytics

Unlocking the real power of contact centre analytics

By Agent Evaluation, Business Intelligence, Quality Control & Customer Insights, Real-Time Speech Analytics
Effective contact centre analytics is vital to delivering efficient, high-quality customer service. However, customer service operations produce vast amounts of data. This covers everything from metrics on call length to more in-depth quality assessments of individual interactions. This data is often siloed within individual departments or software systems, adding complexity. Additionally, it can be difficult to understand or visualise by…
Read More