fbpx
  • Linkedin
  • Facebook
  • YouTube
  • Twitter
  • Instagram
CX Central
  • HOME
  • ABOUT
    • ABOUT CX CENTRAL
    • OUR SOLUTIONS
      • CONSULTING SERVICES
      • TRAINING
      • BUSINESS DIRECTORY
      • ADVERTISING
      • SUBMIT AN ARTICLE
      • SUBMIT A PRESS RELEASE
    • GUEST AUTHORS
    • SUBSCRIBE
    • LEGAL
      • PRIVACY COLLECTION NOTICE
      • PRIVACY POLICY
      • WEBSITE TERMS OF USE
  • INDUSTRY SUPPLIERS
    • CALL CENTRE OUTSOURCERS
      • AUSTRALIA
      • NEW ZEALAND
      • PHILIPPINES
      • SOUTH AFRICA
      • EGYPT
      • FIJI
      • GLOBAL SOLUTIONS
    • BACK OFFICE OUTSOURCING
      • AUSTRALIA
      • PHILIPPINES
      • INDIA
    • TECHNOLOGY
      • CONTACT CENTRE TECHNOLOGY
      • KNOWLEDGE MANAGEMENT
      • CUSTOMER MANAGEMENT
      • REPORTING & ANALYTICS
      • HEADSETS
      • WORKFORCE OPTIMISATION
      • LIVE CHAT SOFTWARE
    • CONSULTANTS
    • HEALTH & WELLBEING
    • INDUSTRY SERVICES
      • DATA/LIST SUPPLIERS
      • HOLD MUSIC AND MESSAGING
      • INDUSTRY ASSOCIATIONS
      • STANDARDS & CERTIFICATIONS
      • TRANSLATION SERVICES
      • UNIONS
    • RECRUITMENT
    • TRAINING
      • FRONTLINE
      • LEADERSHIP
    • VOICE OF CUSTOMER
  • INDUSTRY EVENTS
    • VIEW CALENDAR
    • ADD YOUR EVENT
    • SEARCH BY TYPE
      • TRAINING COURSES
      • CONFERENCES
      • WORKSHOPS
      • NETWORKING
      • SITE TOURS
      • FORUMS
      • SEMINARS
      • SPECIAL INTEREST GROUPS
      • MEETUPS
    • EVENT PARTNERSHIPS
  • LEARN
    • HOW TO
      • IMPROVE ENGAGEMENT
      • IMPROVE THE CX
      • IMPROVE PERFORMANCE
    • EXPERT TIPS
      • CALL CENTRE AGENTS
      • TEAM LEADERS
      • MANAGEMENT
      • EXECUTIVES
      • LEADERSHIP
      • HEALTH & WELLBEING
      • KPIS & METRICS
      • OFFSHORING
      • OUTSOURCING
      • SKILLS AND TRAINING
      • TECHNOLOGY
        • CORE TECHNOLOGY
        • ARTIFICIAL INTELLIGENCE
        • AUTHENTICATION
        • CALL CENTRE ANALYTICS
        • CX TECHNOLOGY
      • WORKFORCE OPTIMISATION
    • INDUSTRY INFO
      • AWARDS
      • CAREERS
      • CONFERENCES
      • COMMUNITY AWARENESS
      • LEARN ABOUT CALL CENTRES
    • GLOSSARY
    • HAVE A LAUGH!
    • LATEST NEWS
      • TECHNOLOGY
      • INDUSTRY NEWS
      • OFFSHORING
      • OUTSOURCING
    • PODCASTS
    • PRESS RELEASES
  • RESOURCES
    • ERLANG C CALCULATOR
    • DOWNLOADS
    • GUIDES
      • OUTSOURCING COST GUIDE
      • CALL CENTRE OUTSOURCING IN AUSTRALIA
      • OFFSHORE CALL CENTRES
    • GLOSSARY
    • PHONETIC ALPHABET
    • QUIZZES
    • TRIVIA GAMES
    • SEARCH ARTICLES BY AUTHOR
  • CONTACT
    • CONTACT US
    • ADVERTISING
    • SUBMIT ARTICLE
    • SUBMIT NEWS
    • SUBMIT PRESS RELEASE
    • UPDATE AUTHOR BIO
    • SUBSCRIBE
  • Subscribe/Join
  • Members Login
February 27, 2021
Homecall centre analytics

call centre analytics

Articles on Call Centre Analytics

Welcome to our category that contains all the expert articles written on call centre analytics.

With the emergence of cloud solutions, artificial intelligence and big data there has been an explosion of solutions using call centre analytics.

However, because it’s still relatively new, there are various definitions around on what call centre analytics actually consists of.

We’ve included in this category the various forms including:

  • Speech Analytics
  • Voice Analytics
  • Customer Analytics

Helpful Links:

Asides from the articles below, these tips may also be useful for you:

  • Read articles containing the latest news on call centre analytics so you can stay up to date with what’s happening.
  • If you are looking suppliers of call centre analytics solutions for call centres,  please search our Business Directory for a list of suppliers
  • You can also try our free CX Connect service and we’ll provide you with shortlist of recommended suppliers that can meet your requirements.

Browse all our call centre analytics articles:

Using Business Intelligence to improve call centre agent productivity
How to Improve Performance

Tips for using business intelligence to improve call centre agent productivity

September 5, 2016 Last Updated: December 31, 2019
tcn

Using new Business Intelligence tools enables you to improve call centre agent productivity and the efficiency of your centre. Learn more.

Using Data Science to boost sales conversions in the call centre
Call Centre Management Tips

How data science can improve your call centre sales conversions

March 22, 2016 Last Updated: November 24, 2019
CX Central

You’ve heard of big data but find out why blending data science with call centres, especially in sales, will provide huge opportunities to increase sales conversions and improve service in your call centre.

Must-have speech analytics features
Technology (Advanced)

3 Features your Speech Analytics platform must have

December 4, 2014 Last Updated: December 19, 2019
CX Central

If you are in the market for a speech analytics solution then make sure these three speech analytics features are part of your platform.

Upcoming Industry Events

Mar 04

Redefining CX in Financial Services

March 4 @ 11:00 am - 12:00 pm
Mar 04

Customer Service Excellence (March 2021)

March 4 @ 1:00 pm - March 5 @ 5:00 pm
Mar 09

Quality Assurance for Contact Centres (March 2021)

March 9 @ 8:00 am - March 12 @ 5:00 pm
Mar 09

Creating Cultures of Accountability (March 2021)

March 9 @ 11:00 am - 12:00 pm

View More…

LATEST CX CENTRAL PODCAST

  • Maksim Lukascuk Podcast from Avaya

    Interview with Maksim Lukascuk

    February 20, 2021
    Host Justin Tippett interviews Maksim Lukasuk to discuss the latest in contact centre technology, CX, cloud and automation.

LATEST ARTICLES

  • Delacon adds three clients as pandemic calls increase
    Delacon adds three clients as pandemic calls surge
    February 24, 2021
  • How To Make Customer Service More Digital
    How To Make Customer Service More Digital
    February 24, 2021
  • MaxContact Completes Outbound Call Centre Software
    MaxContact Completes Outbound Call Centre Software
    February 22, 2021

GOLD SPONSORS

EPOS contact centre headsets
LivePro Knowledge Management

How to improve your CX

  • Why the customer is still always right in customer service
    Why the customer is still always right
    May 22, 2018 Last Updated: February 6, 2020
  • Why technology in customer service makes it hard for agents to succeed
    Why call centre agents are only as good as their technology
    May 15, 2019 Last Updated: November 17, 2019
  • How to gain more insight from your NPS Score
    Getting behind the NPS Score
    February 12, 2014 Last Updated: February 14, 2020

How to Boost Employee Engagement

  • How to Design a Call Centre Reward and Recognition Program
    Call Centre Reward and Recognition Program
    February 21, 2021
  • Do happy employees provide better customer service?
    Do Happy Employees Provide Better Customer Service?
    February 3, 2021
  • How and why contact centre agents need to know your ideal customer
    How to identify your ideal customer
    January 4, 2021

SILVER SPONSORS

Panviva Silver Sponsor on CX Central

TEAM LEADERS TIPS

  • How to Make Remote Work Engaging and Fun
    How to Make Remote Work Engaging and Fun for Everyone
    January 28, 2021
  • How to ask sales discovery questions
    How to ask sales discovery questions
    January 21, 2021
  • Tips on giving feedback to employees
    How to improve giving feedback to employees
    October 15, 2020

Our most recent posts

  • Delacon adds three clients as pandemic calls surge February 24, 2021
  • How To Make Customer Service More Digital February 24, 2021
  • MaxContact Completes Outbound Call Centre Software February 22, 2021
  • Call Centre Reward and Recognition Program February 21, 2021
  • Interview with Maksim Lukascuk February 20, 2021

Thanks to our gold sponsors

livepro logo are 2019 gold sponsors of CX Central EPOS contact centre headsets
About CX Central

CX Central helps support and provide advocacy for Australian call centres, BPOs & CX practitioners. Whether it is to improve efficiency, increase customer satisfaction, improve staff engagement and so on we share free resources, expert articles and thought leadership to help progress and promote our industry.

Search the Industry Business Directory to find suppliers and vendors of call centre technology, consultants, outsourcers & BPO’s and lots more more.

CX Central is part of CX GROUP AUSTRALIA and our other websites include CX Skills, CX Consult and CX Connect.

ABN: 58 817 433 774

FREE RESOURCES

We have hundreds of expert articles and free tools like an Erlang C calculator, a comprehensive CX & call centre glossary, Phonetic Alphabet and a growing library of guides and podcasts to help you learn.

Popular categories include: How to improve employee engagement, tips for contact centre managers, tips for call centre Team Leaders, tips for frontline call centre agents, articles for CX executives,  how to improve the customer experience, how to improve call centre performance, KPIs & Metrics and whole lot more! 

Like to access all our premium content for free?
Subscribe to our monthly newsletter >

Visit our other websites:

CX Directory – Search over 400 industry suppliers of contact centre, BPO’s & outsourcers, consultants, technology providers and lots more.

CX Skills – public and private training solutions for call centres, customer service & customer experience with both in-person and online courses available.

CX Consult – our consulting services specialising in call centres and customer experience

CX Connect – Our free service that takes the hassle out of find quality service providers for technology, outsourcers, BPO’s, consultants and more.

Copyright © 2021 | CX Group Australia | Phone: +61 3 98007 7287