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 ...

Missed opportunities multiply. Traditional analytics miss over 95% of interactions, which leaves major gaps in agent performance and CX understanding. AI fills the gaps. AI can analyze every ...

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 ...

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 ...

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 ...

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, ...

If you’ve ever had to call a customer help line or other call center, you probably experience a shiver of dread at the mere thought. Some customer help lines are so reviled that people would rather ...

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 ...