Data is the fuel that organizations need to be successful, and that is particularly true for enterprise contact centers. According to recent McKinsey & Co research, companies that have applied ...

Businesses are swiftly grasping the value of data-driven insights in improving customer interactions and streamlining processes to help them personalize services, improve first-call resolution rates, ...

It seems to me that whenever someone says the word “analytics” in a contact center context, a hushed reverence falls over anyone within earshot. Analytics has come to represent something magical, ...

LONDON--(BUSINESS WIRE)--A global data analytics and advisory firm, Quantzig, that delivers actionable analytics solutions to resolve complex business problems has announced the completion of their ...

Rich Hein: Hello and welcome to “Beyond the Call,” where the go-to show for insight, trends, and actionable advice in the customer service and support industry. I'm Rich Hein, your host, and today ...

Here we explore the ways predictive analytics and prescriptive analytics are being used in the call center today, and trends to watch for tomorrow. Predictive analytics can help evaluate behavioral ...

Contact center analytics can help you make data-driven decisions. Learn how to interpret key metrics and solve pressing problems with data. Contact center analytics is the systematic collection and ...

• Contact center data volumes are expected to continue increasing through 2021 across channels like phone, email, chatbots, website, and social media • Data proliferation has enabled businesses to ...

As contact centers strive to better understand customers and make faster decisions, they might find help from a new wave of analytics tools. Today's digital customers generate data as they traverse ...

8×8, a cloud-based unified communications and contact center solutions service provider, announced a new set of analytics as part of its Virtual Contact Center (VCC) portfolio. VCC Analytics features ...

UC and contact center service provider 8x8 this week updated its Virtual Contact Center with a new feature dubbed VCC Analytics that the company says will provide insight into agent performance and ...

Grand View Research values the current contact center interaction analytics market at $1.2 billion; fellow research firm MarketsandMarkets puts it closer to $1.8 billion today and expects it to top $2 ...