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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Top Ways Tech Can Help With Cutting Contact Centre Costs
How to Monitor Quality in the Contact Centre
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Stop Spamming! 10 Better Ways to Collect Customer Feedback
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What Is Conversational Analytics?
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The Essential Guide to Conversation Analytics
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15 Ways Contact Centre Technology Can Help Address Inefficiencies
Video Image: Getting Started With Using Unstructured VoC Data
Getting Started With Using Unstructured VoC Data
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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
Customer journey analysis
What Is Customer Journey Analysis?
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What Is Conversation Intelligence (CI)?
Customer Data Analysis
What Is Customer Data Analysis?
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How Technology Can Plug the Gap in a Short-Staffed Call Centre
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Interaction Analytics in Contact Centres – An Executive Briefing
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What Is Machine Learning?
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The Best Way To Measure Call Centre Quality Assurance Metrics
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Predictive Analytics: What Can They Do For You?
4 Ways To Use Call Recordings and Speech Analytics to Improve Performance
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Is Your Contact Centre Prepared for the Challenges of 2020?
How Speech Analytics Can Benefit Your Voice Channel
Video Image: What Is Customer Analytics?
Understanding Customer Analytics
Video Image: What Is Sentiment Analysis?
Understanding Sentiment Analysis
Video Image: The Difference Between Interaction Analytics and Conversational Analytics
Interaction Analytics vs Conversational Analytics
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What Is Brand Intelligence?
 
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