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 ...

LONDON--(BUSINESS WIRE)--A global data analytics and advisory firm, Quantzig, that delivers actionable analytics solutions to resolve complex business problems has announced the completion of their ...

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 ...

LONDON--(BUSINESS WIRE)--Quantzig, a global data analytics and advisory firm, that delivers actionable analytics solutions to resolve complex business problems has announced the completion of its ...

Does AI make a difference in call centers? Experts say yes. Learn the benefits of AI and why the tech has earned a permanent seat in the industry. Call centers can use artificial intelligence (AI) to ...

It's easy for marketers to assume that anything having to do with inbound phone calls is the realm of the contact center. Your awesome marketing gets prospects on the phone, the reps make the sales, ...

In a world where one negative tweet or blog post can kick off a firestorm of controversy and be viewed by millions, customer experience has become a chief concern for executives across industries.

Customer service calls can be ... infuriating. Part of the reason is that humans generally aren't great at reading subtle emotional cues, especially if we only have voice to go by. At the same time, ...

Cloud-based call center software costs $20-$200+ per user monthly. Key features include call blending, CRM integration, IVR ...

The contact center analytics market was valued at $709.5 million in 2017 and is expected to reach $1.4 billion by 2022, according to MarketsandMarkets. The analyst firm cites demand for better ...

5 Key Call Center Software Features + How to Judge Them Your email has been sent There are only a handful of call center software features that vary in a meaningful way between vendors. Here’s what ...

While some surveys show that people prefer to talk to a human as opposed to a chatbot, whether they’re shopping online or dealing with a customer service issue, that hasn’t dissuaded companies from ...