Proactive business intelligence

call center analytics

Data analysts and journalists turn the data from your customer contacts, AI, human and customer feedback into actionable insights and recommendations

Proactive business intelligence

Identification of highly actionable business intelligence through proactive call center analytics of aggregated data sets to identify anomalies, emerging issues and trends, helping you gain the visibility you need to run your business.

Psychometric and data science support

Regular psychometric and data science support identifying prioritized business improvement opportunities selected for deep-dive studies including further contact center data analytics, targeted evaluations and narrative-driven results presentation.

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Science and evidenced based form design

Science and evidenced based bespoke form design to ensure your business priorities are captured and enhance the accuracy and actionability of the data and results achieved.

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Data-led analytics

With suitable data, our call center analytics process can aggregate standard and bespoke evaluations at case level to support business intelligence projects focused on the customer journey and enhancing CX.

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Call center speech analytics, text, and other data sources

Integration of call center speech analytics, text, and other data sources requires a robust, data-led view across a vast array of data sources, we can help you make sense of the data, and what decisions need to be made.

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Agile delivery to support transformation

Agile delivery of contact center reports to support transformation from scoping, through definition, and into delivery – our dedicated team targets critical areas such as improving first contact resolution, reducing customer effort, re-designing processes, and mapping customer pain points.

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CONTACT US TODAY

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Better sales close rate

American broadcasting corporation

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Improvement in first call resolution

Global Technology Company

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Over 20 targeted quality insight reviews delivered to the Client in the 1st year

US National Healthcare Provider

Why use proactive business intelligence & call center analytics?

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Simplify the complex

With so much data available, it takes effort and expertise to understand operational reality of contact center reports. Ask us the questions, and we’ll get you the answers.

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Enhance service delivery

Design of evaluation metrics, development of enhanced QA programs to monitor regulation and compliance performance, highlighting risk and identifying process improvement.

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Ensure compliance with legal requirements

Maintain a positive brand image and avoid potential issues and complaints.

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Issue identification

Provides an impartial and balanced view of your interpersonal interactions in coaching-ready feedback, supporting your coaching and development outcomes.

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Identify training needs or performance issues

Define targeted coaching programs that reinforce employee knowledge and enhance performance and service execution by analyzing their relative performance.

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Provides actionable insight and intelligence outcomes

Blended Human and AI support for complex or multi-layered BI, driving insight and actionable intelligence, supporting robust strategic decision making, ROI and improved operational excellence.

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Align company-wide focus on improving customers’ experiences

Increase customer loyalty, repeat visits, sales and return on investment.

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Powered by analytics, validated by humans

Uniquely placed to maximize the benefits of AI through marrying analytics outputs with targeted, human-led deep-dive analysis of business issues and opportunities.

CASE STUDIES

Don’t just take our word for it!

SPEAK TO AN EXPERT

Contact us today

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Email us

[email protected]

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Call us

866 646 8509