Data drives insights, and insights drive business. If your company has a contact center, it’s likely that standard KPIs like agent performance and call times are metrics being tracked. These KPIs help managers improve agent performance, customer experience, and operations costs. But for most enterprises, the data insights stop there.
Amazon Connect For Cloud Contact Centers
You’ve heard it many times before: the market for cloud contact centers is growing at an astounding rate. Some say that it could grow to become a $15 billion market by the end of 2021.
APRIL 25 & 26. SAN FRANCISCO, CAOPENTALK Summit
"INTELLIGENT AGENTS" IN 2017
Artificial Intelligence (AI) has become an exciting buzz word that companies love to use when they are trying to describe their solution as "smart" technology.
Enterprises are constantly itching for more data. Recently we've seen a shift happening in the telecom/unified communications industry where enterprises are now hiring developers and creating in-house solutions for gathering data and managing analytics. And the better the data, the better the results.
WHAT IS SPEECH ANALYTICS & WHAT CAN IT DO FOR MY BUSINESS?
Speech Analytics is a powerful tool to help businesses search, analyze and surface important information from 100% of your business' phone calls.
"You can have data without information, but you can't have information without data" - Daniel Keys Moran
The average call center agent handles 781 inbound calls per month (Via ICMI). The average call center has about 289 employees (via Cornell University), so that means most call centers process over 250,000 calls per month. That's a lot of Quality Assurance checking (QA)!