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Agent Evaluation

Improve customer service with data analytics

How data and analytics can improve your customer service performance

By Agent Evaluation, Contact Centre, Customer Experience, Real-Time Speech Analytics, Voice of the Customer (VoC)

In business, data is fast becoming the new oil. While this is true across all parts of the organisation it is particularly relevant within customer service. Companies now have access to huge data volumes about their customers, the employees who interact with them, and supporting processes. Even analogue information (such as voice telephone calls), can now easily be digitised and…

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