Articles - Analytics

Analytics play a vital role in understanding what’s really happening inside your contact centre. This hub gathers expert articles, case studies, and practical resources to help you make sense of your data and use it to drive improvement. Learn how to measure the right metrics, interpret performance trends, and turn insights into meaningful actions. From speech and text analytics to real-time dashboards and forecasting, you’ll discover how smarter data use can enhance quality, efficiency, and customer satisfaction.

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What Is Omnichannel CX Analytics?
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How Technology Can Plug the Gap in a Short-Staffed Call Centre
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What Is Text Analytics?
Video Image: The Difference Between Interaction Analytics and Conversational Analytics
Interaction Analytics vs Conversational Analytics
Video Image: What Is Conversation Analytics?
Understanding Conversation Analytics
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Technology to Make Managing a Contact Centre Easier
Customer Data Analysis
What Is Customer Data Analysis?
Customer journey analysis
What Is Customer Journey Analysis?
Video Image: What Is Sentiment Analysis?
Understanding Sentiment Analysis
Video Image: What Is Customer Analytics?
Understanding Customer Analytics
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Customer Data Analysis – How to Analyse Data in 7 Steps
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What Is Customer Journey Analytics and How Can It Benefit Your Organization?
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An Introduction to Customer Data Analysis
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25 Tips for Effective Data Visualisation
How Speech Analytics Can Benefit Your Voice Channel
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The Best Way To Measure Call Centre Quality Assurance Metrics
4 Ways To Use Call Recordings and Speech Analytics to Improve Performance
Young smiling experienced operator of call center answering the question of his client
How to Train Active Listening in the Call Centre – With Exercises
How to Monitor Quality in the Contact Centre
16 of the Best Uses for… Voice Analytics Tools
An Introduction to… Voice of the Customer Technology
Resource Planning Manager: Example Job Description
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Is Your Contact Centre Prepared for the Challenges of 2020?
Post-Call IVR Surveys: When and How to Get the Best Out of Them
 
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