{"id":22329,"date":"2021-12-30T10:00:24","date_gmt":"2021-12-30T10:00:24","guid":{"rendered":"\/gb\/en\/blog\/?p=22329"},"modified":"2021-12-29T19:16:05","modified_gmt":"2021-12-29T19:16:05","slug":"contact-centre-analytics","status":"publish","type":"post","link":"\/gb\/en\/blog\/contact-centre-analytics\/","title":{"rendered":"Contact Centre Analytics: Future-Ready Customer-First Solutions"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Contact centre analytics are fuelling the contact centres of the future. And today we\u2019re here to find out exactly why that is.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The modern contact centre is a busy and complex place. As customer service expectations soar, there are more and more touchpoints to manage in our centres. But don\u2019t fret. Contact centre analytics are coming to the rescue and transforming the modern contact centre with accurate, automated data collection and actionable insights that drive real results.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We\u2019ll be showing you <\/span><strong><a href=\"\/gb\/en\/blog\/analytics-improve-contact-centre-performance\/\">how to use analytics to improve your contact centre performance<\/a><\/strong><span style=\"font-weight: 400;\"> and brushing up on the following essential contact centre analytics topics, including&#8230;<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><a href=\"#What\">What are contact centre analytics?<\/a><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><a href=\"#How\">How do contact centre analytics work?<\/a><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><a href=\"#Types\">Types of contact centre analytics<\/a><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><a href=\"#Use\">4 Use cases of contact centre analytics<\/a><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><a href=\"#Analytics-Driven\">What analytics-driven contact centres get right<\/a><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><a href=\"#Start\">Start analysing contact centre metrics with RingCentral solutions<\/a><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><a href=\"#RingCentralToHelp\">How we can help you today<\/a><\/span><\/li>\n<\/ul>\n<figure id=\"attachment_22339\" aria-describedby=\"caption-attachment-22339\" style=\"width: 640px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-22339 size-large\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/Cloud-Based-Contact-Center-Market-Statistic-640x465.jpg\" alt=\"Cloud-Based Contact Center Market - Statistic\" width=\"640\" height=\"465\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/Cloud-Based-Contact-Center-Market-Statistic-640x465.jpg 640w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/Cloud-Based-Contact-Center-Market-Statistic-300x218.jpg 300w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/Cloud-Based-Contact-Center-Market-Statistic.jpg 687w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><figcaption id=\"caption-attachment-22339\" class=\"wp-caption-text\"><a href=\"https:\/\/www.maximizemarketresearch.com\/market-report\/cloud-based-contact-center-market\/12137\/\">Image Source<\/a><\/figcaption><\/figure>\n<h2 id=\"What\">What are Contact Centre Analytics?<\/h2>\n<p><span style=\"font-weight: 400;\">Contact centre analytics are data-based statistics that show you how your contact centre is performing. Contact centre analytics technologies assess a wide pool of omnichannel data and touchpoints in order to quantify results, identify key trends, and locate the root causes of any system inefficiencies that might be holding you back.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Contact centre analytics provide a data-led, 360-degree, multi-platform aspect over both your contact or call centre operations and your customer journey. Because of this, organisations can ensure that they\u2019re consistently maintaining the highest standards and outputs when it comes to customer service, efficiency, and quality performance.\u00a0<\/span><\/p>\n<h2 id=\"How\">How Do Contact Centre Analytics Work?<\/h2>\n<p><span style=\"font-weight: 400;\">So how does all this data crunching actually work?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Well, that\u2019s the best bit!<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The entire process is 100% automated. Contact centre analytics tools typically come as part of a contact centre software solution (that could be cloud-based or on-premises depending on your business\u2019 required set up). These systems use artificial intelligence and machine learning technology to cross-reference tons of metrics and KPIs from across your contact centre touchpoints.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Metrics like\u2026<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Customer satisfaction scores<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Call response times\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Speech analytics data<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Average call abandonment rates<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Percentage of phone calls blocked\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Average time in queue\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Service level\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Average handle time\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Occupancy rates<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">First call resolution (FCR)\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Call centre analytics programmes then combine these metrics with unstructured data (aka interaction analytics). In other words, information gathered from customer interactions (eg., calls, emails, chat exchanges), to produces usable, standardised data and targeted insights that help businesses consistently improve their long-term outputs.\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/products\/reporting.html\"><img decoding=\"async\" class=\"aligncenter wp-image-22342 size-large\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/How-Do-Contact-Centre-Analytics-Work-640x445.jpg\" alt=\"How Do Contact Centre Analytics Work\" width=\"640\" height=\"445\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/How-Do-Contact-Centre-Analytics-Work-640x445.jpg 640w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/How-Do-Contact-Centre-Analytics-Work-300x208.jpg 300w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/How-Do-Contact-Centre-Analytics-Work-768x533.jpg 768w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/How-Do-Contact-Centre-Analytics-Work.jpg 884w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/a><\/p>\n<h2 id=\"Types\">Types of Contact Centre Analytics<\/h2>\n<p><span style=\"font-weight: 400;\">With so many metrics to cross-reference, needless to say, there are a few different types of contact centre analytics methods that go into running a successful operation. Let\u2019s run through each of these processes in some more detail.\u00a0<\/span><\/p>\n<h3><strong>Speech Analytics<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">If you\u2019re using modern contact centre software like RingCentral, then chances are you\u2019re mobilising a call recording feature as part of it. But what are you doing with all of that information? Remember, what your customers say <\/span><i><span style=\"font-weight: 400;\">is<\/span><\/i><span style=\"font-weight: 400;\"> data. But this qualitative data can be tricky to turn into actionable insights.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s what speech analytics is all about. Speech analytics technology analyses speech-based data for emotional cues, agent performance indicators, and <a href=\"\/gb\/en\/blog\/definitive-guide-customer-experience\/\">customer experience<\/a>. This is a great way to identify if your customers are happy with the service being offered and to do something about it!<\/span><\/p>\n<h3><strong>Text Analytics<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Now, take that same concept and apply it to all those emails and live-chat dialogues. That\u2019s text analytics. Email and social media are important components in the customer support mix.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">These text-heavy communication platforms are rife with data. Real-time text analytics tools will scan all text-based messaging across your platforms and pick out key insights reflecting your customers\u2019 level of satisfaction.\u00a0<\/span><\/p>\n<h3><strong>Desktop Analytics<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">When it comes to optimising your in-house operations, desktop analytics are where it\u2019s at!\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Desktop analytics monitor computer dashboards. In a contact centre setting that means a 360-degree assessment of your agent\u2019s call handling, efficiency, and security. Desktop analytics tools help ensure that <a href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/overview.html\">call centre software<\/a> (and the agents using said software day-to-day) are all running optimally.\u00a0<\/span><\/p>\n<h3><strong>Predictive and Prescriptive Analytics<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">As their names suggest, predictive and <\/span><a href=\"\/gb\/en\/blog\/definitions\/prescriptive-analytics\/\"><span style=\"font-weight: 400;\">prescriptive analytics<\/span><\/a><span style=\"font-weight: 400;\"> work in tandem to predict and prescribe customer needs. Predictive analytics takes historical data and predicts customer behaviours and outcomes from it.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Prescriptive analytics takes these results further and generates actionable suggestions for changes and improvements to \u201ctreat\u201d anything that might be leaving customers less than satisfied.\u00a0<\/span><\/p>\n<figure id=\"attachment_22344\" aria-describedby=\"caption-attachment-22344\" style=\"width: 640px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-22344 size-large\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/Analytic-Value-Escalator-640x462.jpg\" alt=\"Analytic Value Escalator\" width=\"640\" height=\"462\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/Analytic-Value-Escalator-640x462.jpg 640w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/Analytic-Value-Escalator-300x217.jpg 300w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/Analytic-Value-Escalator.jpg 659w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><figcaption id=\"caption-attachment-22344\" class=\"wp-caption-text\"><a href=\"https:\/\/blogs.lse.ac.uk\/\">Image Source<\/a><\/figcaption><\/figure>\n<h3><strong>Self-Service Analytics<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Self-service is an increasingly popular customer support option.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Self service portals allow customers to do things like update their bank details, track orders, and interact with chatbots, without having to reach out to a live agent. As your customers interact with these portals, a ton of data is accumulated. Self-service analytics analyses this data and derives insights from it to help organisations continually improve their service offerings.\u00a0<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-22345 size-large\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/opinion-on-self-service-portal-usage-by-brands-U.S.-worldwide-2018-640x441.jpg\" alt=\"Opinion on self-service portal usage by brands U.S.&amp; worldwide 2018\" width=\"640\" height=\"441\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/opinion-on-self-service-portal-usage-by-brands-U.S.-worldwide-2018-640x441.jpg 640w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/opinion-on-self-service-portal-usage-by-brands-U.S.-worldwide-2018-300x207.jpg 300w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/opinion-on-self-service-portal-usage-by-brands-U.S.-worldwide-2018-768x529.jpg 768w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/opinion-on-self-service-portal-usage-by-brands-U.S.-worldwide-2018.jpg 891w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">% of consumers expecting brands to offer self-service &#8211; <em><a href=\"https:\/\/www.statista.com\/statistics\/\">Image Source<\/a><\/em><\/span><\/p>\n<h2 id=\"Use\">4 Use Cases of Contact Centre Analytics<\/h2>\n<p><span style=\"font-weight: 400;\">Contact centre analytics is clever stuff that..well&#8230;does<\/span><b> a lot <\/b><span style=\"font-weight: 400;\">of stuff. It can be easy to get bogged down in the technical details but, really, what\u2019s most important is how you use your contact centre analytics functionality to make your contact centre <\/span><i><span style=\"font-weight: 400;\">better<\/span><\/i><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Below we\u2019re going to explore four key use cases for contact centre analytics. Each of these are processes in a typical contact centre that can be improved by using analytics. If you\u2019re making the shift to an analytics based approach and you\u2019re not quite sure where to start, start right here.\u00a0<\/span><\/p>\n<h3 style=\"padding-left: 40px;\"><strong>1. Optimised Call Volumes<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">One of the single most valuable things you can do for your contact centre is to optimise your call volumes. Contact centre analytics tools will assess your call flows and volumes and identify any inefficiencies that could be improved upon.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, your software might identify that your contact centre is experiencing a lot of dropped calls or churn. Once you\u2019re aware of this, you\u2019ll be able to fix the problem (e.g., by <\/span><strong><a href=\"https:\/\/www.ringcentral.com\/gb\/en\/en-au\/interactive-voice-response.html\">implementing IVR<\/a><\/strong><span style=\"font-weight: 400;\"> for routing incoming customer calls to the right person, team, or department).\u00a0<\/span><\/p>\n<h3 style=\"padding-left: 40px;\"><strong>2. Reduced Average Handling Time (AHT)<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Another prime use case for analytics is reducing handling time. The key to helping more customers in less time is to reduce the average handling time (AHT) for each call. This is where all of that qualitative customer data comes in handy.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A great way to reduce AHT is to isolate a particular call type and identify ways to streamline the process. For example, are your agent scripts too lengthy? Do they go through more steps than are really necessary? Are your agents getting to the bottom of your customers\u2019 problems and concerns effectively? If not, perhaps it\u2019s time for additional training.\u00a0<\/span><\/p>\n<h3 style=\"padding-left: 40px;\"><strong>3. Enhanced Network Resiliency<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Network resiliency simply refers to your computer network\u2019s ability to maintain effective levels of service. Without sufficient network resilience your whole operation will feel the impact.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Things like power outages and bandwidth insufficiencies start a ripple effect of problems that leave contact centres battling overwhelming call queues, increased call abandonment rates, and bombing customer satisfaction scores.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Analytics capabilities can help companies manage their service levels and prevent outages by periodically testing current service levels and forecasting recovery times and protocols.\u00a0<\/span><\/p>\n<h3 style=\"padding-left: 40px;\"><strong>4. Improved Sales Conversion Rates<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Last, but not least, you can use call centre analytics to improve your sales conversion rates.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As well as fixing all of those technical issues and inefficiencies, make sure that you are targeting ways to boost sales. Use your customer analytics tool to identify any barriers to sale that currently exist and then eliminate them for your customers, then develop targeted sales scripts for individual products and services based on the analysed call data.\u00a0<\/span><\/p>\n<figure id=\"attachment_22346\" aria-describedby=\"caption-attachment-22346\" style=\"width: 640px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-22346 size-large\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/Opportunities-to-boost-sales-Customer-Lifecycle-640x392.jpg\" alt=\"Opportunities to boost sales - Customer Lifecycle\" width=\"640\" height=\"392\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/Opportunities-to-boost-sales-Customer-Lifecycle-640x392.jpg 640w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/Opportunities-to-boost-sales-Customer-Lifecycle-300x184.jpg 300w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/Opportunities-to-boost-sales-Customer-Lifecycle-768x471.jpg 768w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/Opportunities-to-boost-sales-Customer-Lifecycle.jpg 1531w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><figcaption id=\"caption-attachment-22346\" class=\"wp-caption-text\"><a href=\"https:\/\/www.mckinsey.com\/business-functions\/operations\/our-insights\/a-new-growth-story-maximizing-value-from-remote-customer-interactions\">Image Source<\/a><\/figcaption><\/figure>\n<h2 id=\"Analytics-Driven\">What Analytics-Driven Contact Centres Get Right<\/h2>\n<p><span style=\"font-weight: 400;\">Implementing an analytics-driven approach in your contact centre should no longer be a maybe. It\u2019s a must. But how can you make sure that your contact centre is mobilising analytics the <\/span><i><span style=\"font-weight: 400;\">right<\/span><\/i><span style=\"font-weight: 400;\"> way? Below you\u2019ll find some tips and strategies to help you.<\/span><\/p>\n<h3><strong>Clear Vision and Strategy<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Starting with a clear vision and strategy for your contact centre is a must. What do you want to achieve by implementing an analytics protocol? How will you implement these changes and what outcomes need to be achieved to constitute success? It\u2019s time to draw up your roadmap!\u00a0<\/span><\/p>\n<h3><strong>Agile Organisational Development<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">There\u2019s no use having the best analytics software around if your team doesn\u2019t know how to access its full potential. Successful contact centres train their employees to use analytics software to reach individual and company-wide strategic goals.\u00a0<\/span><\/p>\n<h3><strong>Organised Platforms and Data Sources<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">You\u2019re going to be dealing with a ton of data, so it\u2019s time to get organised. Successful teams will first develop a solid data strategy by mobilising the most appropriate IT architecture, data sources, and software platforms (e.g., your CRM). The aim should be to make accessing customer and operational data as simple as possible\u2014ideally from a single source.\u00a0<\/span><\/p>\n<h3><strong>Good Platforms for Partners<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Oftentimes, businesses will outsource a portion of their data analytics requirements to external partners. To streamline this process it is advisable to use platforms and programs capable of integrating so that they\u2019re going to be compatible both with your in-house teams and third-party onboards.\u00a0<\/span><\/p>\n<h3><strong>Objective Decision-Making Culture<\/strong><\/h3>\n<p><span style=\"font-weight: 400;\">Once you start using analytics, you\u2019ll have a lot of data. And that\u2019s a great opportunity. The most successful contact centres use their analytics tools to fuel a company-wide shift towards data-based decisions.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Empower your teams and replace intuition with hard data for better customer experiences, retention, and business outcomes.\u00a0<\/span><\/p>\n<figure id=\"attachment_22347\" aria-describedby=\"caption-attachment-22347\" style=\"width: 640px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-22347 size-large\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/data-driven-decision-making-in-organizations-640x305.jpg\" alt=\"How can you benefit from data-driven decision-making\" width=\"640\" height=\"305\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/data-driven-decision-making-in-organizations-640x305.jpg 640w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/data-driven-decision-making-in-organizations-300x143.jpg 300w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/data-driven-decision-making-in-organizations-768x366.jpg 768w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/12\/data-driven-decision-making-in-organizations.jpg 1381w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/><figcaption id=\"caption-attachment-22347\" class=\"wp-caption-text\"><a href=\"https:\/\/www.superoffice.com\/blog\/data-driven-decision-making\/\">Image Source<\/a><\/figcaption><\/figure>\n<h2 id=\"Start\">Start Analysing Contact Centre Metrics With RingCentral Solutions<\/h2>\n<p><span style=\"font-weight: 400;\">Analysing your contact centre metrics no longer involves tireless, expert analysis. With RingCentral\u2019s analytics solutions, you\u2019ll be able to access advanced analytics tools that will monitor and strengthen your contact or call centre performance from the get-go.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Simply sign up for your chosen monthly pricing plan and you\u2019re ready to go.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Our <\/span><strong><a href=\"https:\/\/www.ringcentral.com\/gb\/en\/effortless-customer-engagement.html\">RingCentral Contact Centre software<\/a><\/strong><span style=\"font-weight: 400;\"> comes with a wide range of analytics and reporting tools, designed to generate in-depth insights that will help your team make better business decisions all-around. You\u2019ll gain a 360-degree view over your operation and be able to access flexible reports that will help you monitor agent and system performance at a glance.\u00a0<\/span><\/p>\n<h2 id=\"RingCentralToHelp\">How Can We Help You Today?<\/h2>\n<p><strong><a href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/products\/reporting.html\">Sign up<\/a><\/strong><span style=\"font-weight: 400;\"> to see how RingCentral can work for your business. One of our sales advisors will contact you for a fully personalised and informative demonstration. Learn about all the key features and benefits of a RingCentral cloud phone system today!\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Contact centre analytics are fuelling the contact centres of the future. And today we\u2019re here to find out exactly why that is.\u00a0 The modern contact centre is a busy and &hellip; <a href=\"\/gb\/en\/blog\/contact-centre-analytics\/\" class=\"more-link\">Read more<span class=\"screen-reader-text\"> &#8220;Contact Centre Analytics: Future-Ready Customer-First Solutions&#8221;<\/span><\/a><\/p>\n","protected":false},"author":73,"featured_media":22349,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[15],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Contact Centre Analytics: Future-Ready Customer-First Solutions | RingCentral UK Blog<\/title>\n<meta name=\"description\" content=\"mplement contact centre analytics to modernise your business. 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