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 ...

When we wrote about analytics in our February issue last year, we described call centers as conduits for information about customers that other departments, like sales and marketing teams, could ...

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience. Automating complex processes and repetitive ...

What do we mean by call center analytics? Before we start talking about analytics software for call centers, we have to define analytics to enable us to refer to metrics that are directly relevant to ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Call center analytics is the process of collecting and ...

Artificial Intelligence (AI) has been a hot topic for a while, but the buzz around the topic has substantially increased since the release of Chat GPT in November 2022. Artificial Intelligence, or AI ...

Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...