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For what purposes can post-call analytics be best used by call centres?

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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Is your contact centre taking sufficiently seriously the importance of comprehensive onboarding?

Onboarding – defined by Cambridge University as “the process in which new employees gain the knowledge and skills they need to become effective members of an organisation” – will always play a crucial role in an agent’s chances of adapting to their new organisation and achieving sustained success. The agent in question may find it […]

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Australia and New Zealand contact centre industry research now available

ContactBabel’s series of research-based guides are widely distributed to top decision-makers and influencers in customer-facing businesses across the globe. Our flagship reports, “The UK & US Contact Centre Decision-Makers’ Guides”, are the largest annual primary research reports available for these contact centre industries. We’re pleased to announce that “The 2022-23 Australian & New Zealand Contact Centre […]

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Contact Centre Remote Working: Not Just for the Pandemic?

Recent ContactBabel surveys of over 400 contact centres in the UK and US show the extent to which remote working / homeworking has become the norm, and what the future holds

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AI in the Contact Centre: replacing or augmenting agents?

Read the latest ContactBabel research on the use of AI, chatbots and machine learning in the contact centre

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