Data is the fuel that organizations need to be successful, and that is particularly true for enterprise contact centers. According to recent McKinsey & Co research, companies that have applied ...

Businesses are swiftly grasping the value of data-driven insights in improving customer interactions and streamlining processes to help them personalize services, improve first-call resolution rates, ...

It seems to me that whenever someone says the word “analytics” in a contact center context, a hushed reverence falls over anyone within earshot. Analytics has come to represent something magical, ...

See more videos from CX Connect 2021 on the CRM YouTube channel. Read the complete transcript of this clip: Terri Kocon: We need to look beyond the contact center. And when we look at tools like ...

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

Rich Hein: Hello and welcome to “Beyond the Call,” where the go-to show for insight, trends, and actionable advice in the customer service and support industry. I'm Rich Hein, your host, and today ...

Marchex has acquired Telmetrics for up to $13.6 million in cash and RSUs. Telmetrics provides enterprises with a real-time call and SMS/text tracking and analytics system. For MCHX, the deal promises ...

• Contact center data volumes are expected to continue increasing through 2021 across channels like phone, email, chatbots, website, and social media • Data proliferation has enabled businesses to ...

8×8, a cloud-based unified communications and contact center solutions service provider, announced a new set of analytics as part of its Virtual Contact Center (VCC) portfolio. VCC Analytics features ...

UC and contact center service provider 8x8 this week updated its Virtual Contact Center with a new feature dubbed VCC Analytics that the company says will provide insight into agent performance and ...

SoCoCare hits all of the hot topics in the contact center space today: cloud, social (and by extension mobile) and analytics. The keynotes are over and the exhibits have closed: The last day of ...