Founded in 2000, ContactBabel is the leading research and analysis firm for the contact centre industry. If you have a question about how the industry works, or where it’s heading, the chances are that we have the answer.
We help the biggest and most successful vendors develop their contact centre strategies and talk to the right prospects. We help contact centres compare themselves to their closest competitors and to understand the technological and operational changes that are affecting our industry.
A potentially powerful tool for contact centres looking to make informed changes to their services in order to enhance the customer experience, is sentiment analysis. Sentiment analysis provides a means by which customer and agent emotions within interactions can be quantified. This can relate to interactions that take place on the phone or through alternative […]
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