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.
Analytics will always have a key role to play in effective workplace optimisation in the call centre, and the most widely used type of interaction analytics functionality is historical post-call speech analytics. When speech analytics solutions first began to be implemented, the focus was generally on the analysis of large numbers of recorded calls, with […]
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