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Data & Analytics

All our articles covering call centre Data and Analytics on Contact Centre Central and how it can be used to enhance the CX

speech analytics benefits

How speech analytics benefits your entire organisation

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There is no doubting the power of speech analytics but there are still very few companies that are using it in their contact centres....
using business intelligence

Using Business Intelligence to improve agent and centre productivity

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By now we can all agree that agents are the heart and soul of a contact centre. Improved agent performance has the ability to...

Blending Data Science with contact centres

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Blending Data Science with contact centres will dramatically improve your sales conversions. In an industry as dynamic as contact centres, the only constant is change.  Staying...
call recording legacy data

Call Recording Legacy Data – Where does it go?

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‘Your call may be recorded for training and monitoring purposes’ is a phrase most of us have heard dozens of times when calling customer...
3 Speech Analytics must-haves

3 Speech Analytics must-haves

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The market is becoming increasingly crowded for Speech Analytics software so we reveal 3 Speech Analytics must-haves that should be on your list. Speech Analytics is...
DHS is utilising big data to improve customer service

DHS is utilising big data to improve customer service

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The Department of Human Services - DHS is utilising big data to improve customer service as it aims to unlock the power within its...
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