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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How to Train Active Listening in the Call Centre – With Exercises
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5 Futuristic Use Cases for Retail CX
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25 Tips for Effective Data Visualisation
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Are You Embracing the Potential of Unstructured VoC Data?
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Customer Data Analysis – How to Analyse Data in 7 Steps
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Technology to Make Managing a Contact Centre Easier
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4 Ways Humans and AI Can Deliver Smarter, More Empathetic CX Together
Video Image: The Evolution of Voice of the Customer
The Evolution of Voice of the Customer
Data Mining Concept
The Ultimate Guide to Data Mining
Video Image: How to Improve Agent Consistency with Analytics
How to Improve Agent Consistency with Analytics
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Boosting Agent Productivity – What the Experts Recommend
Resource Planning Manager: Example Job Description
An Introduction to… Voice of the Customer Technology
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An Introduction to… Contact Centre Analytics
Post-Call IVR Surveys: When and How to Get the Best Out of Them
16 of the Best Uses for… Voice Analytics Tools
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What I’ve Learned About Running a Call Centre – 5 Critical Factors
VoIP Concept
What to Look For When Buying Voice Over IP (VoIP)
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How Call Analytics Can Improve the Contact Centre
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Key Signs of Broken Processes (and How to Fix Them)
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What Is Text Analytics?
Call Analytics written on an image with a phone and symbols
What Is Call Analytics?
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What Is Omnichannel CX Analytics?
Video Image: What Is Conversation Analytics?
Understanding Conversation Analytics
 
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