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Categories:

It leaders ops report maxcontact

Insights for your IT strategy

In a poll of IT leaders carried out for MaxContact in August 2023, 99% of respondents said they were planning to invest in digital transformation over the next 12 months. So it’s clear this is an area of focus, but what are their priorities, and – in a challenging economy – what will they spend...
Agent toolkit AI in contact centres: optimising employee and customer experience

AI

06 Sep 2023

AI in contact centres: optimising employee and customer experience

Growing demands – and rising costs These are challenging times for contact centres. Studies suggest that customer expectations have hit an all time high, and in one case, that a large majority of customers now consider the experience a company provides to be as important as its products or services. At the same time, pressure...

Maximising Customer Insights with Contact Centre Analytics

Every customer communication with your organisation produces data. Over the course of an hour, day, week, month or year, that can amount to thousands of pieces of potentially useful information. But it’s only useful if you can capture and analyse it. That’s the role of contact centre analytics. Understanding contact centre analytics What is contact...

Speech analytics in contact centres: Turning conversations into insights

What is speech analytics? Call centre speech analytics uses technology to analyse recorded phone conversations between call centre agents and customers. AI powered speech analysis helps to identify trends, patterns and areas for improvement in customer service, agent performance and overall contact centre operations. Speech analytics isn’t a new thing. In fact, it’s been around...

We’ve integrated award-winning speech analytics to help businesses improve customer experience and reduce churn

We’ve integrated Avoira’s award-winning voice analytics solution, Xdroid, to help businesses create more satisfying customer experiences. Avoira’s speech analytics accurately QA checks every single conversation, at mass scale, with market-leading accuracy. It provides insight to a business on all customer and agent conversations, using Machine Learning and Artificial Intelligence to score agent performance automatically, measure...

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