The contact centre as profit driver keeps popping up on lists of top business trends for 2016. Surveys show 3 in 4 organisations now view the contact centre as a key differentiator—no longer just a cost centre. Despite this big talk, most organisations are doing a terrible job of extracting business value from their contact […]
This week is International Contact Centre Week, and it’s all about celebrating contact centre agents and their hard work on the front lines of customer service. So, it’s only fitting that this is the same week we announce our upcoming Calabrio Customer Connect (C3) conference and speaker lineup. C3 is our annual user conference, and […]
Speech analytics is one of the most exciting and valuable applications to be introduced into contact centres in the past 15 years. It is the only application that converts phone conversations into transcripts, insights and actions. (Text analytics does the same thing for written communications like emails, free-form feedback from surveys, chat/SMS sessions and social […]
Speech analytics solutions gather insights into the performance of contact centres and other operating areas within an enterprise. These solutions analyse recorded conversations, which means that they “know” what is happening in the contact centre and can often identify what needs to be done to resolve the issues. Contact centre leaders can take advantage of speech […]