Category Archives: Analytics

What’s On Your Radar for 2012?

Posted on February 23, 2012 by Lori Bocklund

With no shortage of projects vying for your attention, I thought I’d sift through the noise and highlight four areas that merit serious consideration in the New Year. Multimedia Routing and Reporting: For over 10 years, we’ve been talking about … Continue reading →

Posted in Analytics, Consolidated Desktop, Multi-channel Customer Contact, Wikis | Leave a comment

Put the Right Contact Center Analytics Tools in your Toolkit

Posted on October 6, 2011 by Brian Hinton

Contact center managers need analytical tools beyond the typical contact center reports. But there are so many choices! Performance Optimization/Workforce Optimization suite vendors (e.g., Verint, Nice, Aspect, Envision, and others) that offer speech analytics, usually some level of data analytics … Continue reading →

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Turn Contact Center Data Into Insights

Posted on September 15, 2011 by Brian Hinton

Contact centers have never lacked for data. With increased pressure for efficiency, optimization and profitability throughout the organization, centers need to use that data in smart ways – not just for reporting, but for truly analyzing activity historically and in … Continue reading →

Posted in Analytics, Contact Center Metrics | Leave a comment