Contact Center Analytics

Narrative BI for Contact Center Analytics

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Contact Center

Contact Center Business Intelligence

Automated Contact Center Analysis

Enhance your contact center efficiency and customer satisfaction with Narrative BI's data-driven insights into agent performance and call trends.

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What is Contact Center Analytics?

Why is Contact Center Analytics Important?

Contact center analytics helps optimize operations by analyzing call volume, agent performance, and customer satisfaction. It provides insights to improve service quality, reduce wait times, and enhance overall customer experience.

Contact Center Dashboards

Contact Center Insights

With Narrative BI, you can ask questions and get automated insights from your Contact Center data. Simply connect your Contact Center data source or upload a spreadsheet and get actionable insights in minutes.

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Contact Center Data Analytics

Contact Center Analytics Best Practices

To maximize the value of your contact center data, focus on real-time monitoring of agent performance. Immediate feedback based on live data improves service quality and ensures consistent customer experiences.

Narrative BI leverages AI to automatically surface key patterns and unexpected findings in your Contact Center data, ensuring you don’t miss out on critical opportunities or hidden issues. By adopting these best practices, you can transform raw data into actionable insights that drive better business outcomes.

  • Leverage Contact Center data: You can find all the answers to your questions in the Contact Center data, and the best practitioners of Contact Center analytics use that data to identify trends and better understand patterns.
  • Use visualization tools: Visualizations such as charts and graphs are common in BI software, as they are essential for understanding data and making informed decisions. You can easily visualize your Contact Center data using the AI Chart Generator tool in AI Data Analyst.
  • Track KPIs: Tracking key performance indicators helps you measure your Contact Center performance and identify areas for improvement. Most successful businesses have adopted weekly/daily KPI summaries, comparing the latest metrics to those from the prior period. You can easily automate this process by using Narrative BI’s Tracking Tools.
  • Prioritize your goals: Not everything that can be measured should be measured. There are a lot of Contact Center data available for analysis, but you should start by identifying high-priority opportunities that can have an immediate impact on the business. You can specify your key metrics in the Narrative BI’s Reporting Tool.

Benefits of Contact Center Analytics

Increased Customer Satisfaction: Reduce wait times and improve service quality to boost customer satisfaction.

Improved Agent Performance: Monitor and enhance agent performance through detailed metrics and feedback.

Better First Call Resolution: Increase the percentage of issues resolved on the first call, reducing the need for follow-ups.

Scalable Operations: Use insights to manage call volume fluctuations and scale operations as needed.

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George Pohl

Narrative BI is well suited for SME's!

Narrative firstly is a great tool for beginners in marketing analytics - it allows all of our team - even non-technical / analytical get involved! As Mark Ritson said, 'The average is the enemy of the marketer' and Narrative helps us fight that battle every day. Instead of wading through averages, we can spot and evaluate the outliers, the true insights.
Bloxspring
George Pohl
Product Manager,
Bloxspring
Arsen Avdalyan

Narrative BI helps me view and act on tons of customer data points easily.

There’s a lot of customer data in the internal analytics tools, but it’s not actionable for our product team. You have to spend a lot of time to detect unexpected user behavior. Narrative BI helps me understand our users better and now it’s easier to decide which features we should optimize next.
Mobalytics
Arsen Avdalyan
Head of Product,
Mobalytics
Curt Cuscino

Encapsulates Marketing + Advertising Performance Data to Work Smarter, Not Harder

Google Analytics is ultra-powerful when it comes to managing our clients’ MarTech stacks, but it’s easy to get lost in the overwhelming amount of data there. Narrative has given us a way to get “just the good stuff”, and the most important metrics we need for making daily decisions on behalf of my agency’s clients from Analytics to Ad Spends. The condensed insights we get from Narrative are incredibly helpful, and now indispensable in our daily mix of tools.
HypeLife Brands
Curt Cuscino
Founder & CEO,
‍HypeLife Brands
Bloxspring
HypeLife Brands
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Contact Center Analysis

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