Analytics, Call Center

A top-to-bottom data call center analytics solution

What are Call Center Analytics?

Call center analytics consist of data gathered from interactions between customers and agents to provide a holistic overview of a company’s operations. Companies use this data for critical insight into their customers’ and agents’ perspectives, both of which can impact the business as a whole. Analytics can give insight into what customers are thinking, how agents are doing, potential risk problems, customer service trends, and opportunities for improvement. Call center analytics are captured from different sources and can provide data from various angles such as speech, text, desktop activity, self-service activity, omni-channel communications, cross-channel analytics, and predictive analytics. Call center leaders can leverage this data to gain a deeper understanding of every customer and agent interaction to help guide future business decisions.

Quality management tools generate valuable analytics that help measure overall agent performance. Leaders can leverage those analytics gathered from multiple sources to monitor agent compliance, sentiment, efficiency, and productivity. Call center analytics can also provide information about every agents’ call metrics such as after-call work time, average handle time, compliance risk factors, CSAT scores, first-call resolution, hold time, sentiment scores, silent time, and transfer rates. 

Call centers can also use analytics to better anticipate the customer’s needs and provide an enhanced customer experience. Speech analytics are a reliable solution for business leaders who wish to extract valuable information from all customer voice, email, SMS, and chat  interactions. This data can be used to learn more about customers’ primary and underlying reasons to initiate contact, agents’ performance and processes that disrupt the customer journey, high-escalation risk topics, agent knowledge gaps, and factors behind poor custom sentiment scores. 

More Free Contact Center Analytic Resources

Unified Customer & Contact Center Analytics | LiveVox

A top-to-bottom data analytics solution. Benefit from a comprehensive data and analytics solution. Let us worry about data storage, management, and ETL as you focus on gaining business insight. LiveVox’s unified data model keeps everything on one PCI-compliant platform, and we are always available for strategic support.

How to Monitor Call Center Performance | LiveVox

Text analytics has risen in popularity thanks to the number of channels call centers use to communicate with customers. Customer interactions now happen on social media, SMS messages, and live chat. Text analytics makes sure valuable data from those conversations isn’t overlooked.

10 Best Practices for Speech Analytics in Call Centers (livevox.com)

Speech analytics allows you to automatically create structured data points from free form speech to inform operations and determine how to best communicate with customers. These data points can then be used by different parts of the business to understand product or service issues and advise changes in processes across the company.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.